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Step 1: Install Virtual Agent Plugins
Prerequisite:
Ensure you have admin access to your ServiceNow instance.

  1. Navigate to Plugins:
    • Go to System Applications > All Available Applications > All.
  2. Search and Install Required Plugins:
    • Virtual Agent: com.glide.cs.chatbot
    • Virtual Agent Designer: com.glide.cs.chatbot_designer
    • For additional capabilities, you might also consider:
      • Virtual Agent Conversational Interfaces: com.glide.cs.conversational_interfaces
      • Virtual Agent NLU (Natural Language Understanding): com.glide.cs.nlu
  3. Install Plugins:
    • Click on the plugin name and click Install or Activate.
    • Wait for the installation to complete.

Step 2: Configure Virtual Agent

  1. Go to Virtual Agent Designer:
    • Navigate to Virtual Agent > Designer.
    • Enable or create topics:
      • Use out-of-the-box topics or create new ones using Create New.
    • Test the topics using the Preview feature.
  2. Enable Virtual Agent in ESS Portal:
    • Go to Virtual Agent > Administration > Settings.
    • Set Enable Virtual Agent to true.

Step 3: Add Virtual Agent to ESS Portal

  1. Navigate to the ESS Portal:
    • Go to Service Portal > Portals.
    • Open the Employee Self-Service (ESS) portal.
  2. Add the Virtual Agent Widget:
    • Navigate to Service Portal > Pages.
    • Search for the homepage of the ESS portal (e.g., sp or ess_home).
    • Click Edit Page.
  3. Add a Widget:
    • In the page editor, click Add Widget.
    • Search for the Virtual Agent Service Portal Widget.
      • Widget ID: vaSystemUI
    • Drag and drop the widget onto the desired location on the page.
  4. Save Changes:
    • Save the page and test the widget.

Step 4: Customize the Virtual Agent Interface (Optional)

  1. Navigate to Virtual Agent > Designer > Branding.
  2. Customize the look and feel of the chat interface:
    • Colors
    • Icons
    • Welcome messages

Step 5: Test the Virtual Agent

  1. Open the ESS portal as an end user.
  2. Verify that the Virtual Agent widget is displayed and functional.
  3. Test different topics to ensure proper behavior.
How to install Virtual Agent in ServiceNow?
Working Code Asked question January 9, 2025