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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure Virtual Agent topics for ITSM Success Dashboard

# Configure Virtual Agent topics for ITSM Success Dashboard {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure the Virtual Agent (VA) topics for ITSM Success Dashboard indicators so that data is displayed correctly if you have topics other than the base system topics.  
There are two different ways the base system measures success for Virtual Agent usage:

* Using deflection nodes in Virtual Agent topics which provides highly accurate and requires medium effort in tracking. For more information on how to use the deflection nodes, see [Configure Virtual Agent topics for ITSM Success Dashboard indicators](https://servicenow-prod.fluidtopics.net/DnvaXq8Ly1UrKBVKKcX0YQ "Configure the Virtual Agent (VA) topics for ITSM Success Dashboard indicators so that data is displayed correctly if you have topics other than the base system topics.").
* Using self-service activity analytics which provides mid-high accuracy and requires zero effort in tracking. For more information on how to configure using the self-service analytics, see [Configure Virtual Agent topics for ITSM Success Dashboard using self-service analytics](https://servicenow-prod.fluidtopics.net/_RP0REq_w~ZY4p4f5XRFYg "Configure the Virtual Agent (VA) topics for ITSM Success Dashboard indicators using the self-service analytics.").
* To update the live agent script include see, [Update the live agent script include](https://servicenow-prod.fluidtopics.net/r1Oug8tCCisqPUk1SwRKCQ "Live agent configuration is used in the self-solved deflections (Deflection using KB articles, Deflection using QnA AIS, Deflection using QnA LLM, and Deflection using ITSM VA). While we configure these deflections, we need to update the live agent script include. Update the SSADeflectionHelper script to override the checkInteraction function.").
{#configure-va__ul_js2_4jq_gbc}
* **[Configure Virtual Agent topics for ITSM Success Dashboard indicators](https://servicenow-prod.fluidtopics.net/DnvaXq8Ly1UrKBVKKcX0YQ)**   
  Configure the Virtual Agent (VA) topics for ITSM Success Dashboard indicators so that data is displayed correctly if you have topics other than the base system topics.
* **[Configure Virtual Agent topics for ITSM Success Dashboard using self-service analytics](https://servicenow-prod.fluidtopics.net/_RP0REq_w~ZY4p4f5XRFYg)**   
  Configure the Virtual Agent (VA) topics for ITSM Success Dashboard indicators using the self-service analytics.