---
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 using self-service analytics

# Configure Virtual Agent topics for ITSM Success Dashboard using self-service analytics {#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 using the self-service analytics.

## Before you begin

Role required: admin

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.").

## Procedure

1. Navigate to AllSuccess DashboardGetting StartedSuccess DashboardVirtual Agent deflection.
2. Select Review and Configure.
3. Select Review tab.
4. Select a deflection pattern under Virtual Agent deflection.
5. Update the value in Refresh Window field.  
   This is the refresh interval for the report to be executed.
6. Select the fields under Incidents considered.
7. Select the Virtual Agent topics considered.
8. Select Save.
{#instrument-va-sdb2__steps_nfh_lqq_gbc}

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