Virtual Agent Implementation Lab

Create a Topic 4.0

615-20m

Lab Objectives
You will achieve the following objectives:
• Duplicate an existing topic.
• Modify the topic flow.

Scenario
Picxel's IT department receives many emails, calls, and tickets with users asking about their
tickets' status. Raul, (the implementer) identified that Picxel could leverage the out-of-the-box
topic Check IT Status to reduce the volume of emails, calls, and tickets. Picxel likes the design
of the conversation but wants to make a few tweaks.

Create a Topic

A. Duplicate Existing Topic

1. As System administrator, navigate to System Update Sets >
Retrieved Update Sets.
2. Open the VA Implementation – Check Ticket Status Topic V4 update set.

3. Click on Preview Update Set and then click Close in the Update Set Preview
dialog once the preview has succeeded.

4. Now click on Commit Update Set and then click Close in the in the Update Set
Commit dialog once the commit has succeeded.

The resulting window should show that the Retrieved Update Set State is
Committed.

5. Navigate to Conversational Interfaces > Virtual Agent > Designer.

6. Select ITSM Self Service from the Category drop-down field and click on the
Check IT Ticket Status (VA IMP Demo) topic.

7. Select Duplicate from the More actions on Topics menu.

8. In the Duplicate Topic pop-up box, enter Check IT Ticket Status as the Name and
click Save.

9. In the duplicated topic Properties window click Save.

B. Modify Topic Flow
1. The Designer will open the new topic you have created. To start editing the topic
flow, click on the Flow tab.

2. Pixcel wants to change the fields displayed in the formatted table when viewing a
specific request or incident. First, click on the Requested Item card node.
3. In the Card response properties pane, scroll down and modify the fields displayed on
the card. Select the fields in this order: Item, State, Stage, Price, Updated, and
Additional comments.

4. Click on the Incident card node.

5. In the Card response properties, modify the fields displayed on the card. Select the
following fields: Short description, State, Priority, Updated, and Additional comments.

6. Pixcel would like to add a text response if someone does not want to comment on
their request or incident. Move the flow diagram toward the bottom and drag the
Text Bot Response control onto the No path of the Add Comment Decision prompt.
7. In the Text Bot Response Properties, complete the following fields:
• Name: Thank you message
• Response Message: Add any text of your choice along with an emoji

8. To prepare the topic for testing, Click Test.

9. In the Test this topic pane, uncheck the Include topic discovery option as shown.
Note: Ignore the Analyze test phrases pane.
Lab verification
1. Click the Restart option to refresh the Test this topic pane and then click the
Requested Item response in the initial bot question.

2. If there is more than one record, select any record.

3. Select No in the Requested Item comment question.

Result: The Thank you message should display.

4. Close the Virtual Agent Designer Test window.

5. Then click Save and Publish for the Check IT Ticket Status topic.

Congratulations on completing the lab!