---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/it-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# ITSM Virtual Agent Lite pre-built topics

# ITSM Virtual Agent Lite pre-built topics {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

ITSM Virtual Agent Lite includes several pre-built, read-only topic
conversations you can use to set up a virtual agent for your end users.

## ITSM Virtual Agent Lite topics {#itsm-virtual-agent-lite-topics__section_cdd_qrl_f3b}

Search KB
:   Users can access knowledge base articles to resolve issues. After a user enters
    keywords associated with a knowledge base, the virtual agent prompts the user to enter a
    search phrase. A contextual search begins and relevant knowledge base articles appear as
    available choices. Users can select a new search or cancel the search. If the returned
    articles don't provide the required information, users can create an incident or ask to
    chat with a live agent.

Check Ticket Status
:   Users can check the status of active IT tickets (incidents or requests). When a user
    asks about a ticket status, the virtual agent responds with a list of all active tickets
    for that user. Each ticket includes a link to the incident or request, the item, the
    status (Stage), and when it was updated.

Report an Issue
:   Users can create incidents using a [Record Producer](https://www.servicenow.com/docs/access?context=c_RecordProducer&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).