Virtual Agent Implementation

Create a Topic 4.0 10-15 minutes

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

Scenarios
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

Duplicate Existing Topic

1. As System administrator, navigate to System Update Sets > Retrieved Update Sets.

2. Open the VA Implementation – Check Ticket Status Topic update set.

3. Preview and commit the update set.

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

5. Click on the Category drop-down field and select ITSM Self Service.

6. Click on the Check IT Ticket Status (VA IMP) topic.

7. Click Duplicate.

8. In the Duplicate Topic pop-up box, enter Check IT Ticket Status as the Name and click
Save.
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. Picxel 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, 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. Picxel 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 with emojis
Lab verification
1. Click Test to confirm that the topic worked as expected.
2. Select the Requested Item response in the initial bot question. 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. Then click Save and Publish.

Congratulations! You have completed this lab.