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Catalin Popa
This course will teach you what the Virtual Agent is and how to enable
and configure it in ServiceNow.
Read more
This course will teach you what the Virtual Agent is and how to enable and configure it in ServiceNow.
Read more
This course will teach you what the Virtual Agent is and how to enable and configure it in ServiceNow.
Every company interacts with its employees, customers, or both nowadays. Whether they are internal or external, addressing their queries, requests, or incidents in a timely manner is crucial for achieving overall success In this course, Setting up ServiceNow Virtual Agent, you will learn how to take the burden off the IT Support team by supporting voice source of contact–phone call, educating customers to adopt a proactive behavior. First, you will explore what the Virtual Agent and the Virtual Agent Designer are by going through theory and real life examples. Next, you will discover what the Employee Center and Virtual Agent lite are. Finally, you will learn how every topic interconnects by putting everything into practice. When you’re finished with this course, you will have the skills and knowledge of enabling and configuring the ServiceNow Virtual Agent.
Register for this course and see more details by visiting:
OpenCourser.com/course/4wmxwp/setting
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What's inside
Syllabus
Course Overview
Introduction to Virtual Agent
Working with Virtual Agent
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Introduces Virtual Agent, which is an industry standard when it comes to filtering requests and concerns
Teaches the usage of Virtual Agent, which promotes self-servicing customers and minimizing the burden on IT teams
Involves working with Virtual Agent Designer, a tool used for designing and managing virtual agents
Explores the usage of Employee Center and Virtual Agent lite, which are relevant to internal support
Taken by Catalin Popa, an experienced professional in ITSM and ServiceNow, among other areas
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Setting up ServiceNow Virtual Agent with these
activities:
Review ServiceNow Documentation
Show steps
Sharpen your understanding of key concepts and best practices in Virtual Agent implementation.
Browse courses on
ServiceNow
Show steps
-
Familiarize yourself with the ServiceNow Virtual Agent documentation.
-
Review specific sections relevant to your learning objectives.
Gather Resources on Virtual Agents
Show steps
Centralize your knowledge and stay up-to-date with the latest trends and best practices in Virtual Agent technology.
Browse courses on
Virtual Agent
Show steps
-
Identify and collect relevant articles, videos, and other resources on Virtual Agents.
-
Organize and categorize the resources for easy access.
Explore Virtual Agent Fundamentals
Show steps
Review the basics of Virtual Agents and how they can benefit your organization.
Show steps
-
Read the ServiceNow documentation on Virtual Agents.
-
Watch the Pluralsight course on Setting Up ServiceNow Virtual Agent.
-
Complete the hands-on exercises in the course.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Attend a Virtual Agent Workshop
Show steps
Learn from experts and network with other professionals in the field.
Show steps
-
Identify a relevant Virtual Agent workshop.
-
Register for the workshop and attend all sessions.
-
Participate in discussions and ask questions.
Practice Virtual Agent Configuration
Show steps
Reinforce your understanding of Virtual Agent configuration through hands-on practice.
Show steps
-
Set up a ServiceNow instance with Virtual Agent enabled.
-
Create and configure multiple Virtual Agents.
-
Test and troubleshoot your Virtual Agents.
Create a Virtual Agent Proof of Concept
Show steps
Gain hands-on experience by building a working Virtual Agent prototype.
Show steps
-
Define the scope and purpose of your Virtual Agent.
-
Design the conversation flow and user interface.
-
Develop the Virtual Agent using ServiceNow.
-
Test and refine your Virtual Agent.
Contribute to the ServiceNow Virtual Agent Community
Show steps
Enhance your knowledge and make a meaningful contribution to the Virtual Agent ecosystem.
Show steps
-
Identify an area of the ServiceNow Virtual Agent community where you can contribute.
-
Develop a solution or feature that addresses a specific need.
-
Submit your contribution to the community.
Review ServiceNow Documentation
Show steps
Sharpen your understanding of key concepts and best practices in Virtual Agent implementation.
Browse courses on
ServiceNow
Show steps
Show steps
Show steps
- Familiarize yourself with the ServiceNow Virtual Agent documentation.
- Review specific sections relevant to your learning objectives.
Gather Resources on Virtual Agents
Show steps
Centralize your knowledge and stay up-to-date with the latest trends and best practices in Virtual Agent technology.
Browse courses on
Virtual Agent
Show steps
Show steps
Show steps
- Identify and collect relevant articles, videos, and other resources on Virtual Agents.
- Organize and categorize the resources for easy access.
Explore Virtual Agent Fundamentals
Show steps
Review the basics of Virtual Agents and how they can benefit your organization.
Show steps
Show steps
Show steps
- Read the ServiceNow documentation on Virtual Agents.
- Watch the Pluralsight course on Setting Up ServiceNow Virtual Agent.
- Complete the hands-on exercises in the course.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Attend a Virtual Agent Workshop
Show steps
Learn from experts and network with other professionals in the field.
Show steps
Show steps
Show steps
- Identify a relevant Virtual Agent workshop.
- Register for the workshop and attend all sessions.
- Participate in discussions and ask questions.
Practice Virtual Agent Configuration
Show steps
Reinforce your understanding of Virtual Agent configuration through hands-on practice.
Show steps
Show steps
Show steps
- Set up a ServiceNow instance with Virtual Agent enabled.
- Create and configure multiple Virtual Agents.
- Test and troubleshoot your Virtual Agents.
Create a Virtual Agent Proof of Concept
Show steps
Gain hands-on experience by building a working Virtual Agent prototype.
Show steps
Show steps
Show steps
- Define the scope and purpose of your Virtual Agent.
- Design the conversation flow and user interface.
- Develop the Virtual Agent using ServiceNow.
- Test and refine your Virtual Agent.
Contribute to the ServiceNow Virtual Agent Community
Show steps
Enhance your knowledge and make a meaningful contribution to the Virtual Agent ecosystem.
Show steps
Show steps
Show steps
- Identify an area of the ServiceNow Virtual Agent community where you can contribute.
- Develop a solution or feature that addresses a specific need.
- Submit your contribution to the community.
Career center
Learners who complete Setting up ServiceNow Virtual Agent will develop knowledge and skills
that may be useful to these careers:
Artificial Intelligence Engineer
Artificial Intelligence Engineer
Artificial Intelligence Engineers help design, build, and test artificial intelligence systems. They use their understanding of computer science and machine learning to create systems that can learn from data and make decisions. This course can help you prepare for a career as an Artificial Intelligence Engineer by teaching you the basics of Virtual Agent software.
Data Scientist
Data Scientist
Data Scientists use their knowledge of statistics and computer science to extract insights from data. They work with large datasets to identify patterns and trends that can be used to make informed decisions. This course can help you prepare for a career as a Data Scientist by teaching you the basics of Virtual Agent software. This software can be used to collect and analyze data, which can then be used to improve the efficiency of business processes.
Information Technology Project Manager
Information Technology Project Manager
Information Technology Project Managers plan, execute, and close IT projects. They work with stakeholders to define project scope, develop project plans, and manage project budgets. This course can help you prepare for a career as an Information Technology Project Manager by teaching you the basics of Virtual Agent software. This software can be used to automate tasks and improve communication between team members, which can help projects run more smoothly.
Software Developer
Software Developer
Software Developers design, develop, and test software applications. They work with users to gather requirements, design software solutions, and write code. This course can help you prepare for a career as a Software Developer by teaching you the basics of Virtual Agent software. This software can be used to create automated chatbots that can answer customer questions and resolve issues, which can free up Software Developers to focus on more complex tasks.
Quality Assurance Analyst
Quality Assurance Analyst
Quality Assurance Analysts test software applications to ensure that they meet quality standards. They develop test plans, execute tests, and report defects. This course can help you prepare for a career as a Quality Assurance Analyst by teaching you the basics of Virtual Agent software. This software can be used to automate testing tasks, such as running tests and reporting defects, which can free up Quality Assurance Analysts to focus on more complex testing tasks.
Technical Support Specialist
Technical Support Specialist
Technical Support Specialists provide technical support to customers. They troubleshoot problems, answer questions, and resolve issues. This course can help you prepare for a career as a Technical Support Specialist by teaching you the basics of Virtual Agent software. This software can be used to automate technical support tasks, such as answering questions and resolving issues, which can free up Technical Support Specialists to focus on more complex problems.
Customer Service Manager
Customer Service Manager
Customer Service Managers oversee the customer service operations of a company. They develop and implement customer service policies and procedures, and they manage a team of customer service representatives. This course can help you prepare for a career as a Customer Service Manager by teaching you the basics of Virtual Agent software. This software can be used to automate customer service tasks, such as answering questions and resolving issues, which can free up Customer Service Managers to focus on more strategic initiatives.
Business Analyst
Business Analyst
Business Analysts analyze business needs and develop solutions to meet those needs. They work with stakeholders to gather requirements, define business processes, and recommend solutions. This course can help you prepare for a career as a Business Analyst by teaching you the basics of Virtual Agent software. This software can be used to automate business processes, such as collecting data and generating reports, which can free up Business Analysts to focus on more strategic initiatives.
Systems Analyst
Systems Analyst
Systems Analysts design, develop, and implement computer systems. They work with users to gather requirements, design system solutions, and write code. This course may be useful for Systems Analysts who are looking to learn more about Virtual Agent software. This software can be used to automate system tasks, such as monitoring performance and managing security, which can free up Systems Analysts to focus on more complex tasks.
Computer Support Specialist
Computer Support Specialist
Computer Support Specialists provide technical support to users. They troubleshoot problems, answer questions, and resolve issues. This course may be useful for Computer Support Specialists who are looking to learn more about Virtual Agent software. This software can be used to automate support tasks, such as answering questions and resolving issues, which can free up Computer Support Specialists to focus on more complex problems.
Project Manager
Project Manager
Project Managers plan, execute, and close projects. They work with stakeholders to define project scope, develop project plans, and manage project budgets. This course may be useful for Project Managers who are looking to learn more about Virtual Agent software. This software can be used to automate project management tasks, such as tracking progress and managing risks, which can free up Project Managers to focus on more strategic initiatives.
IT Auditor
IT Auditor
IT Auditors evaluate the security and effectiveness of IT systems. They conduct audits to assess compliance with regulations and standards, and they make recommendations for improvements. This course may be useful for IT Auditors who are looking to learn more about Virtual Agent software. This software can be used to automate audit tasks, such as collecting data and generating reports, which can free up IT Auditors to focus on more complex audits.
Database Administrator
Database Administrator
Database Administrators manage and maintain databases. They ensure that data is stored securely and efficiently, and they optimize database performance. This course may be useful for Database Administrators who are looking to learn more about Virtual Agent software. This software can be used to automate database tasks, such as backing up data and managing security, which can free up Database Administrators to focus on more complex tasks.
Network Administrator
Network Administrator
Network Administrators manage and maintain computer networks. They ensure that networks are secure and reliable, and they troubleshoot problems. This course may be useful for Network Administrators who are looking to learn more about Virtual Agent software. This software can be used to automate network tasks, such as monitoring performance and managing security, which can free up Network Administrators to focus on more complex tasks.
Web Developer
Web Developer
Web Developers design, develop, and maintain websites. They work with clients to gather requirements, design website layouts, and write code. This course may be useful for Web Developers who are looking to learn more about Virtual Agent software. This software can be used to automate website tasks, such as generating content and managing security, which can free up Web Developers to focus on more complex tasks.
For more career information including salaries, visit:
OpenCourser.com/course/4wmxwp/setting
Reading list
We've selected seven books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Setting up ServiceNow Virtual Agent.
This hands-on guide teaches NLP concepts and techniques using Python, providing a solid foundation for understanding the NLP capabilities of the Virtual Agent.
Save
This guide explores the strategic role of virtual agents in customer service, helping you understand their benefits, challenges, and implementation considerations.
Provides a general overview of artificial intelligence in customer service, including a chapter on virtual agents.
Provides a technical overview of natural language processing for virtual assistants, which is useful for understanding the underlying technology of Virtual Agent.
Save
Provides a gentle introduction to machine learning, which is useful for understanding the underlying technology of Virtual Agent.
Provides a practical guide to natural language processing with Python, which is useful for understanding the underlying technology of Virtual Agent.
Provides a comprehensive guide to virtual agents, including a chapter on ServiceNow Virtual Agent.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/4wmxwp/setting
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Time
71 hours
Level
Intermediate
Via
Pluralsight
Instructor
Catalin Popa
Language
English
Good to know
Introduces Virtual Agent, which is an industry standard when it comes to filtering requests and concerns
Teaches the usage of Virtual Agent, which promotes self-servicing customers and minimizing the burden on IT teams
Involves working with Virtual Agent Designer, a tool used for designing and managing virtual agents
Explores the usage of Employee Center and Virtual Agent lite, which are relevant to internal support
Taken by Catalin Popa, an experienced professional in ITSM and ServiceNow, among other areas
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