In the new world of work, 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 flexible 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 world events (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 specific event 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 the right side of this page. **
The purpose of Employee Experience Packs is to help explain the power and ease of configuration of ServiceNow to support complex processes and use cases while providing a great experience. The Employee Experience Packs strive to leverage as many of the advanced features of the system, in support of the specific use case, to demonstrate capabilities new customers/users of the system may not be aware exist. The packs are not intended as direct-install processes ready to leverage in a production process flow, but simply to remove anxiety about where to start, or answer the question “what can a good process look like with all the features of ServiceNow?”.
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.
This experience pack will no longer be updated beyond the Vancouver family release. Follow this Community post link to learn more about what new resources are available, click here.
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.