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Hi there,
One of the popular questions on the ServiceNow Community concerning Virtual Agent is on how to hide Virtual Agent topics from the Show me everything Topic Picker list, or how to remove Virtual Agent topics from being discovered through keywords or NLU. While this is already possible pre-Rome, ServiceNow did make this a lot easier and more visible with Rome. A small, though really nice addition with the Rome-release!
Discoverable via keywords or NLU
In short, what do we mean with Discoverable via keywords? For example, when typing in Virtual Agent client some words which might match/discover your topic.
Visible under "Show me everything"
In short, what do we mean with Visible under "Show me everything"? For example, your topic would be visible in the Topic Picker list.
Pre-Rome
As mentioned in the introduction, Pre-Rome you could already influence if topics would be discoverable or visible in the Topic Picker list. You would navigate to the sys_cs_topic table. This table also contains fields like "Is Topic Discoverable" and "Is Topic Visible". Out-of-the-box these fields are not presented on the Form layout, you could add them, or add them to the List layout using Personalize List Columns.
Now it's simply a matter of changing the boolean value.
Rome
Did you notice the changes done on the Virtual Agent Designer with the Rome-release? One of the changes on the Virtual Agent Designer, is that the Active toggle changed. When you click on Active, a modal is shown with toggles for… "Included in topic discovery" and "Included in list of topics". Exactly the two options which have been described earlier in this article.
Now it's simply a matter of flipping the toggles. And that's it! Can it get any easier?
Flipping the toggles would update the sys_cs_topic record (when the topic is saved), which pre-Rome you would have done in that table directly.
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And that's it actually. A short article on one of the nice Rome-release additions, and one which will solve a popular question asked on the ServiceNow Community.
Hope you like it. If any questions or remarks, let me know!
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Kind regards,
Mark Roethof
ServiceNow Technical Platform Architect @ Quint Technology
2x ServiceNow Developer MVP
2x ServiceNow Community MVP
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Disable or Remove 'Provide Feedback' topic from 'Show Me Everything' list of topics in Virtual Agent
Hi @Mark Roethof ,
I'm trying to remove the 'Provide Feedback' topic from the 'Show Me Everything' list. However, I've noticed that the option to deactivate or remove it from the topic picker isn't available; these options are greyed out in the VA designer and the sys_cs_topic table. Additionally, the 'Provide Feedback' topic is a read-only topic that comes OOTB.
Could you suggest how to configure this?
Appreciate your help in advanced !!
Thank you.
