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

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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
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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

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