Help
Kilo Sage
Kilo Sage
since ‎05-29-2018
Tuesday

User Statistics

  • 629 Posts
  • 77 Solutions
  • 357 Helpfuls given
  • 335 Helpfuls received

User Activity

In what table can I find user utterances?

03-10-2022
For the longest time, I've been using the interaction_log table to quickly and simply query real user utterances - i.e. "how many people typed in "x" to VA?" - but I'm finally asking for help after being frustrated by the 40 character limit on the Ut...

Very wrong Genius Search Result - What can I do??

02-10-2022
Using the ootb Genius Search configuration and mostly ootb AI Search configuration as well (just Catalog Items + Knowledge). Since the Service Catalog is the primary use of our Portal, I have a slight boost setup for all catalog items and I'm also bo...

What's the difference between no_text_index and not_searchable? (AI Search)

01-14-2022
I know what the documentation says (Field settings (servicenow.com))... no_text_index Option to disable indexing of searchable content from the selected field on records from the indexed source. Supported values: true: Disable searchable content inde...

Changing Agent Chat Timeout Message to Agent: "System Administrator has left the support session."

07-24-2020
I know you can customize the Idle Chat Timeout Reminder Message which displays to the user (default "The conversation is timing out, are you still there?"), but what about the message that displays to the agent (from the "System Administrator" accoun...

Start a specific VA conversation from a URL parameter without disabling key functionality (New York)

12-27-2019
In Madrid, you're able to append the sysparm_topic URL parameter to the Virtual Agent (i.e. https://abc.service-now.com/$sn-va-web-client-app.do?sysparm_topic=[sys_cs_topic sysid]) and automatically start the specified conversation. In New York, you ...
View more