Final answer:
To activate a Virtual Agent for Customer Service Management (CSM), access the ServiceNow portal with the correct permissions, navigate to the Virtual Agent Designer, customize or use templates to create dialogues, configure intents and entities, test in a sandbox, and deploy to the user environment. Consult official documentation for detailed guidance.
Step-by-step explanation:
To activate a Virtual agent for Customer Service Management (CSM), you first need to ensure you have the required permissions and access to your company's ServiceNow instance. Then, navigate to the ServiceNow portal and follow these general steps:
- Go to the ServiceNow main dashboard.
- Locate the Collaboration section or use the search function to find Virtual Agent.
- Select the Virtual Agent Designer to start customizing your bot.
- Use the pre-defined templates or create your own dialogues to fit your service framework.
- Configure the intents and entities that your CSM Virtual Agent will recognize and respond to.
- Test the agent in a sandbox environment to ensure its functionality.
- Once satisfied with the configuration and performance, deploy the Virtual Agent to your user environment.
Remember that specific steps might vary based on the version of the ServiceNow platform you are using. It is essential to consult the official documentation or seek assistance from a ServiceNow professional if you encounter difficulties during the activation process.