Exploring Conversational Interfaces Diagnostic Tool
Summarize
Summary of Exploring Conversational Interfaces Diagnostic Tool
The Conversational Interfaces Diagnostic Tool assists admins in searching for, identifying, and resolving issues related to conversational interfaces. It requires setup by technical support engineers who manage diagnostic categories and content for the tool. Admins can utilize this tool on the chat widget, provided they have the admin or virtualagentadmin role. Activation of the Conversational Interfaces - Diagnostics plugin (sncidiagnostics) from the ServiceNow Store is necessary before use.
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Key Features
- Diagnostic Workflow: Admins describe issues, and the tool initiates a workflow that includes relevant diagnostic topics and prompts for necessary data.
- Knowledge Base Integration: Access to related Knowledge Base (KB) articles for additional information and troubleshooting.
- Support Information: Option to download diagnostic support data and contact Now Support if issues remain unresolved.
- AI Search Filter: Utilizes AI Search for enhanced diagnosis capabilities.
- Messaging Integrations: Includes solutions for integrations like Microsoft Teams and addresses Advanced Work Assignment configuration issues.
Key Outcomes
- General Error Diagnosis: Enables diagnosis of general errors, including error messages and system property issues.
- Microsoft Teams Issues: Provides tools for identifying and resolving Microsoft Teams configuration challenges.
- Advanced Work Assignment Configuration: Assists in diagnosing and resolving common AWA configuration issues.
The Conversational Interfaces Diagnostic Tool lets admins search for, identify, and resolve issues with conversational interfaces.
Overview of the Conversational Interfaces Diagnostic Tool
The Conversational Interfaces Diagnostic Tool lets admins search for, identify, and resolve issues with conversational interfaces.
Technical support engineers set up the Conversational Interfaces Diagnostic Tool on the server. Technical support engineers create and manage the Conversational Interfaces diagnostic category records and content that the Conversational Interfaces Diagnostic Tool uses.
After the technical support engineers create the diagnostic categories and content, admins can start using the Conversational Interfaces Diagnostic Tool on the chat widget. Admins must have the admin or virtual_agent_admin role.
Request apps on the Store
Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Conversational Interfaces Diagnostic Tool workflow
After you've described the issue you want to solve, the Conversational Interfaces Diagnostic Tool workflow begins using the relevant diagnostic topics and topic blocks. These topics and topic blocks are used for identifying, diagnosing, solving, and collecting data for the issue described.
- Prompts you for the required data, based on the issue you want to solve.
- Includes a list of Knowledge Base (KB) articles where you can find more information, as applicable. If you aren't finding the information you need, you can also search for additional KB articles.
- Gives you the option of downloading diagnostic support information.
- Lets you select another issue to solve.
The diagnostic workflow and the options and prompts you see correspond to the issue you are trying to diagnose and solve. The diagnostic workflow uses an AI Search filter as part of the diagnosis. For more information about AI Search and how to configure it, see Configuring AI Search.
The diagnostic topic block workflow also includes solutions for messaging integrations, such as Microsoft Teams. It also helps with Advanced Work Assignment configuration issues.
In the workflow, the admin describes the issue. The tool runs a health check and returns available troubleshooting information, as well as contact information for Now Support if the problem was not solved.
Conversational Interfaces Diagnostic Tool benefits
| Benefit | Feature | Users |
|---|---|---|
| Diagnose general errors, such as error messages and system property issues. | Diagnose Conversational Interfaces errors | Admins |
| Identify and solve Microsoft Teams configuration issues. | Diagnose Microsoft Teams configuration issues | Admins |
| Identify and resolve common Advanced Work Assignment (AWA) configuration issues. | Diagnose Advanced Work Assignment configuration issues | Admins |