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Setting up ServiceNow Virtual Agent

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.

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Virtual Agent ServiceNow IT Support Employee Center Customer Service Artificial Intelligence

What's inside

Syllabus

Traffic lights

Read about what's good

what should give you pause

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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Reviews summary

Servicenow virtual agent setup essentials

According to learners, this course offers a largely positive experience for those looking to set up ServiceNow Virtual Agent. Students consistently highlight the practical, hands-on approach, with many appreciating the clear explanations and relevant demonstrations. The course is seen as providing a solid foundation in VA configuration, balancing essential theory with practical application. While it excels for beginners and intermediate users, some find it assumes basic ServiceNow familiarity or lacks depth for advanced topics, making it more suited for initial setup than complex customization.

Uses real-world relevant examples to aid understanding.

"I found the examples really relevant to real-world scenarios."

"The examples are relevant and the instruction is top-notch."

"More real-world scenarios or use cases would enhance it further, but it’s a good start."

Instructor provides clear, easy-to-follow explanations.

"The instructor's explanations were clear and the practical demos were incredibly helpful."

"The instructor explains things clearly and the practical exercises reinforce the learning."

"The instruction is top-notch. I appreciated the balance of theory and practical application."

Offers a solid introduction to ServiceNow VA setup.

"Good course, covers the basics well. I appreciate the step-by-step approach to configuring the VA."

"Fantastic content! The course walks you through everything needed for Virtual Agent setup..."

"It covers the essentials effectively... A good starting point for Virtual Agent."

Strong focus on practical application and demos.

"This course provided an excellent, hands-on introduction to setting up the Virtual Agent."

"I learned exactly what I needed to get our Virtual Agent up and running. The theory was balanced with practical steps."

"I particularly liked the hands-on labs. A good starting point for Virtual Agent."

May require basic ServiceNow familiarity for some learners.

"The course is okay, but it assumes a certain level of familiarity with ServiceNow that not all beginners might have."

"I had to look up some basic ServiceNow navigation outside the course. More foundational context would be good."

Focuses on setup; less on advanced customization.

"I found this course a bit basic for my needs... it doesn't dive deep enough into advanced customization or troubleshooting."

"Some parts felt a bit rushed, especially around more complex integrations, but overall a solid foundation."

"If you're completely new, it might be fine, but I was looking for more advanced content."

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

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Sharpen your understanding of key concepts and best practices in Virtual Agent implementation.

Browse courses on ServiceNow

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Familiarize yourself with the ServiceNow Virtual Agent documentation.
Review specific sections relevant to your learning objectives.

Gather Resources on Virtual Agents

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Centralize your knowledge and stay up-to-date with the latest trends and best practices in Virtual Agent technology.

Browse courses on Virtual Agent

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Identify and collect relevant articles, videos, and other resources on Virtual Agents.
Organize and categorize the resources for easy access.

Explore Virtual Agent Fundamentals

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Review the basics of Virtual Agents and how they can benefit your organization.

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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

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Attend a Virtual Agent Workshop

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Learn from experts and network with other professionals in the field.

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Identify a relevant Virtual Agent workshop.
Register for the workshop and attend all sessions.
Participate in discussions and ask questions.

Practice Virtual Agent Configuration

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Reinforce your understanding of Virtual Agent configuration through hands-on practice.

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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

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Gain hands-on experience by building a working Virtual Agent prototype.

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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

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Enhance your knowledge and make a meaningful contribution to the Virtual Agent ecosystem.

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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 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.

See salaries and explore the career path for Artificial Intelligence Engineer

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.

See salaries and explore the career path for Data Scientist

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.

See salaries and explore the career path for Information Technology Project Manager

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.

See salaries and explore the career path for Software Developer

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.

See salaries and explore the career path for Customer Service Manager

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.

See salaries and explore the career path for Technical Support Specialist

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.

See salaries and explore the career path for Quality Assurance 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.

See salaries and explore the career path for Business Analyst

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.

See salaries and explore the career path for Project Manager

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.

See salaries and explore the career path for Systems Analyst

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.

See salaries and explore the career path for IT Auditor

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.

See salaries and explore the career path for Computer Support Specialist

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.

See salaries and explore the career path for Database 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.

See salaries and explore the career path for Network Administrator

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.

See salaries and explore the career path for Web Developer

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.

Natural Language Processing with Python

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This hands-on guide teaches NLP concepts and techniques using Python, providing a solid foundation for understanding the NLP capabilities of the Virtual Agent.

Natural Language Processing with Python: Analyzing...

Paperback

$$$

(中文) Python Natural Language Processing(Chinese Edition)

Paperback

Natural Language Processing with Python: Analyzing...

Kindle Edition

E-schooling

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This guide explores the strategic role of virtual agents in customer service, helping you understand their benefits, challenges, and implementation considerations.

ARTIFICIAL INTELLIGENCE WITH ROBOTICS

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Provides a general overview of artificial intelligence in customer service, including a chapter on virtual agents.

ARTIFICIAL INTELLIGENCE WITH ROBOTICS

Paperback

Check price

ARTIFICIAL INTELLIGENCE WITH ROBOTICS

Kindle Edition

Check price

Kozier & Erb's Fundamentals of Nursing Australian...

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Provides a technical overview of natural language processing for virtual assistants, which is useful for understanding the underlying technology of Virtual Agent.

Kozier & Erb's Fundamentals of Nursing Australian...

Paperback

Check price

Kozier & Erb's Fundamentals of Nursing Australian...

Kindle Edition

Check price