Virtual Agent Overview Flashcards
1
Q
What is the purpose of Virtual Agent?
A
Provide assistance to help users obtain information (from KBs, Service Catalog, or system records), make decisions, and perform common work tasks
2
Q
What type of support tasks can Virtual Agent perform?
A
- Automate typical Tier 1 support tasks
- Answer FAQs
- Provide tutorial information
- Query of update records (ex: get status on cases or incidents)
- Gather data (attachments) for the agent
- Perform diagnostics
- Resolve multi-step problems
3
Q
Where can Virtual Agent be available?
A
- Service Portal
- iOS
- Android
Supports third-party messaging apps through SN adapters for Slack, Workplace, MS Teams