---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/conversational-interfaces
Release :
- australia
ft:locale :
- de-DE
ft:publication_title :
- Australia Conversational Interfaces
ft:clusterId :
- convint
bundleId :
- convint
workflow :
- Platform
---
# Create the More Information workflow
# Create the More Information workflow in the Asset Refresh topic {#ariaid-title1}
* Freigeben Version: Australia
*
* Aktualisiert 12. März 2026
*
*  2 Minuten Lesedauer
In our example, we must provide the workflow for the "more information" Decision branch. If the user wants to learn more before upgrading, we can point them to a specific KB article explaining how your organization's policy
works.
## Vorbereitungen
* [Create the Asset Refresh topic in Virtual Agent Designer](https://servicenow-prod.fluidtopics.net/T2BwwPlThgK5sGBfn67jDQ "Create the topic in Virtual Agent Designer using topic blocks that come with the ITSM Virtual Agent Conversations plugin. When the user receives a notification that it's time to upgrade, they will be directed to this topic.")
* [Create the Open Incident workflow in the Asset Refresh topic](https://servicenow-prod.fluidtopics.net/ncKIbdCgyIaVk3IhromY7g "Each Decision branch introduces additional workflows. After creating our main Asset Refresh workflow, we need to ensure that the user can get help if something goes wrong. In this example, we will help the user create an incident.")
{#create-example-asset-refresh-flow3__ul_umt_5fx_txb}
Role required: virtual_agent_admin or admin
## Prozedur
1. Open the Asset Refresh topic in Virtual Agent Designer.
2. Return to the info decision branch after the Continue or Defer static choice node where you first prompted the user to continue or get more information.
1. From the Components area, drag a Topic Block utility node onto the canvas.
2. In the properties palette, select AI Search for the Topic block.
3. Under Input mapping, specify the search term.
For example, enter hardware upgrade policy.
{#create-example-asset-refresh-flow3__substeps_o3t_pk3_4xb}
3. Show the results of the search to the user.
1. From the Components area, drag a Card bot response node onto the canvas.
2. In the properties palette, specify the following information:
* A unique name, such as Upgrade KB Articles.
* Card type: Record
* Populate this card by referencing: Table
* Table name: Knowledge Article \[sn_km_mr_st_kb_knowledge\]
* In the Condition builder, restrict the results to specific internal KB numbers that describe the policy, such as Number is KB000000456.
* In the fields area, select Content for a single KB article, or Short description if multiple records are returned.
{#create-example-asset-refresh-flow3__ul_gzm_xkh_4xb}
{#create-example-asset-refresh-flow3__substeps_cpl_sbp_4xb}
4. Once the user has read the KB article, give them the option to continue with the upgrade.
1. From the Components area, drag a Static choice input node onto the canvas.
2. In the properties palette, enter the following information:
* A unique name, such as Upgrade Next Steps.
* A text prompt, such as Would you like to upgrade now?
* In the Choices area, provide a text prompt for each choice and a value for that choice, so you can refer to it later on.For example, your choices might be Yes, upgrade now and
No, maybe later. The values should make sense as variable names. For example, yes and no.
{#create-example-asset-refresh-flow3__ul_tmz_d5f_lxb}
{#create-example-asset-refresh-flow3__substeps_f1m_32p_4xb}
5. Add a Decision utility to handle the user's choice.
1. From the Components area, drag a Decision utility onto the canvas.
2. Select the plus icon to add a second branch.
3. Name each branch to correspond with the static choice node decisions (yes and no).
4. For each branch, select it and then use the Branch Condition area to indicate which option the branch will follow.
5. Drag the no flow's arrow to the End node to complete this part of the workflow.
6. Drag the yes flow's arrow to the Asset Lookup node to bring the user to the upgrade workflow.
{#create-example-asset-refresh-flow3__substeps_fzc_vng_lxb}
6. Select Save.
## Ergebnisse
Your topic is ready to test. Test the topic, making sure you go through each possible workflow in the conversation and make any needed adjustments.
For more information about testing topics, see [Testing NLU/Keyword topics](https://servicenow-prod.fluidtopics.net/1X4RszH69N_IRsqhOB3zFA "Use the chat test window to preview, test, and debug Natural Language Understanding (NLU)/Keyword topics."). If you're using NLU discovery, [add utterances](https://servicenow-prod.fluidtopics.net/UAlhxwQg2~YSUR3cSUMHUQ "View, test, and modify NLU utterances for a Virtual Agent topic on the NLU Intent tab in Virtual Agent Designer.") to the intent and [train and test your NLU model.](https://servicenow-prod.fluidtopics.net/kr8Sqi3wHW07nM0LvxIhxw "Use the NLU Intent tab to train and try a Natural Language Understanding (NLU) model that is mapped to a topic without leaving Virtual Agent Designer.")
When you're finished, [publish the topic](https://servicenow-prod.fluidtopics.net/PZAZ0IBob2pV5fn5OmI5dw "Deploy an inactive topic or an updated topic to save it and make it available to users on Virtual Agent clients.").
## Nächste Maßnahme
[Create the notification for the Asset Refresh topic](https://servicenow-prod.fluidtopics.net/bLTRYJndWVRP9Okk8ce8ow "Create an actionable notification to trigger the Asset Refresh Virtual Agent example topic you just created. The user will automatically receive the notification when it's time for them to order a new hardware asset.")
**Zugehörige Konzepte**
* [Improving the user experience with AI Search](https://servicenow-prod.fluidtopics.net/JI8WFKa~WMEM8E~WzWxcEg "Virtual Agent uses the ServiceNow AI Platform AI Search application to return search results in bot conversations as a fallback when there are no relevant topics to display to end users. Virtual Agent also provides a Run AI Search topic block that topic authors can use to generate search results in a topic.")