---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Configure the Virtual Agent topics

# Configure the Virtual Agent topics {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Configure the Virtual Agent (VA) topics for HR Success Dashboard indicators to display data correctly in case you have topics other than the base system topics.

## Antes de Iniciar

Role required: admin

## Por Que e Quando Desempenhar Esta Tarefa

Map the topics with deflection patterns of the HR VA Default deflection tracker. Deflection tracker helps analyse the performance of a conversation and how helpful Virtual Agent topics are for users.

## Procedimento

1. Navigate to All \> Virtual Agent \> Designer.
2. Select the HR topic for which you want to add the deflection tracker.
3. Enable the flow chart view by disabling the Table View toggle switch.
4. Drag and drop the Deflection node from the Utilities section to the place in the flowchart where you want to add the deflection pattern.
5. Enter the following details in the Deflection Properties pane on the right.  
   {#instrument-virtual-agent-sdb__table_tbt_4rj_25b__entry__2}

   | Field | Value |
   |-|-|
   | Deflection Configuration | HR VA Default |
   | Deflection Pattern | HR VA-Self-Resolving: When the node in the topic indicates that Virtual Agent is able to resolve the user problem completely without creating an IT ticket (incident or request) and consequently contributing to the Self-solved KPIs. |
   | Activity Table | Table where the deflection activity occurs. This table is associated with the primary activity table. For more information, see [Create deflection configurations and patterns](https://www.servicenow.com/docs/access?context=set-up-deflection-settings-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). |
   | Activity Ids | List of comma-separated activity system IDs. |
   [Tabela 1. Deflection input parameters]

   {#instrument-virtual-agent-sdb__table_tbt_4rj_25b}
6. Select Save.

## O que Fazer Depois

Set up the fulfillment automation level of the HR catalog items, see [Set fulfillment automation level of catalog item](https://www.servicenow.com/docs/access?context=set-fulfillment-automation-level-sdb&version=australia&pubname=australia-it-service-management&ft:locale=en-US).  
You may also configure the dashboard indicators KPIs, add contributing indicators, or update the More information card, as required.

1. For more information on configuring the Success Dashboard indicators KPIs, see [Configure Success Dashboard indicators KPIs](https://www.servicenow.com/docs/access?context=config-kpis-sdb&version=australia&pubname=australia-it-service-management&ft:locale=en-US).
2. For more information on adding contributing indicators, see [Add contributing indicators](https://www.servicenow.com/docs/access?context=add-contributing-indicators&version=australia&pubname=australia-it-service-management&ft:locale=en-US).
3. For more information on updating the More information card, see [Update more information cards](https://www.servicenow.com/docs/access?context=update-sidepanel-more&version=australia&pubname=australia-it-service-management&ft:locale=en-US).
{#instrument-virtual-agent-sdb__ol_hz4_b1v_hvb}
**Tópicos relacionados**   

* [Tracking deflections using deflection topic blocks](https://www.servicenow.com/docs/access?context=deflections-virtual-agent&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US)
* [Create deflection configurations and patterns](https://www.servicenow.com/docs/access?context=set-up-deflection-settings-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US)