In light of the COVID-19 pandemic, organizations across the globe are experiencing a shift to a work-from-home (WFH) model of operations for their employees. There is a critical need for organizations to mobilize quickly to support the infrastructure of a digital workforce. This Virtual Agent Work-From-Home Starter Pack offers a quick start and templates to:
- Keep employees up to date on how the organization is responding to the health crisis (FAQ).
- Provide relevant resources as employees transition to work-from-home, including troubleshooting tips and guides for critical IT collaboration tools.
- Enable employees to submit tickets for help with IT-related issues.
The Virtual Agent WFH Starter Pack consists of a set of sample topics with these key functionalities:
- Addressing employee questions through a COVID-19 FAQ.
- Troubleshoot popular collaboration services including Zoom, Cisco Webex, Slack, and Microsoft Teams.
- Creating IT tickets for unresolved issues.
Please note that all content provided in the Virtual Agent Work-From-Home Starter Pack is sample content and you should review and update all content based on your internal requirements and legal obligations.
** Support is available on the ServiceNow community linked under "Supporting Links and Docs" on right side of this page. **
New:
This Virtual Agent Work-From-Home Starter Pack targets keyword-based instances and does not include NLU artifacts such as pre-trained models. If you have enabled NLU on your instance, you may choose to augment these topics with your own NLU model for a more natural and engaging conversational experience. Please refer to ServiceNow product documentation for Natural Language Understanding in Virtual Agent in the New York release for more information.
Included content:
5 Virtual Agent Conversation Topics
- Frequently Asked Questions (FAQ) topic to address questions that employees may ask about the crisis.
- A topic for Zoom users to troubleshoot and resolve common issues encountered when hosting a meeting using Zoom.
- A topic for Cisco Webex users to troubleshoot and resolve common issues encountered using Cisco Webex.
- A topic for Microsoft Teams users to troubleshoot and resolve common issues encountered using Microsoft Teams.
- A topic for Slack users to troubleshoot and resolve common connection issues.
You must be licensed for IT Service Management Professional, HRSD Professional, or HRSD Enterprise to install and use this Virtual Agent Starter Pack. If you get an error message when installing, you may not be entitled to this functionality. Check with your ServiceNow account team for your specific product entitlements.