all right we're going to go ahead and get started with the announcements again thank you all for joining so first off as always take a look please visit our va nlu community for all the latest contents and questions and answers when you're there you can ask questions give answers and contribute i i'm sure a lot of you are already there answering questions i see a lot of activity there which is great so by all means please check it out if you're watching on youtube and you like what you're seeing go ahead and click that like and subscribe button when you subscribe you can get the latest on all our videos not only for virtual academy but also for other groups publishing videos as well um so this session is recorded and it will be on youtube hopefully by end of this week i try to upload them as quickly as possible just making sure i edit out all the dead space so take a look at that on youtube and all our other past videos as well so today we're going to talk about how to manage and secure your it and hr conversations so i know this is a big topic and a lot of people ask about this so i decided this time i'm going to share how to do that and um let's get started on some for some high level uh activity here or some guidance uh this is our agenda as always we're gonna start with some a brief overview followed by an exercise and q a so um a virtual agent can handle many different business units so i'm going to use it hr justice just as an example but obviously you may use virtual agent for say legal or finance other business units as well it's all up to you so in terms of got high level guidance my first i really recommend of course to use scopes to manage your virtual agent conversations between business units you really don't want for example your i.t business owners to touch your hr topics and vice versa and we're going to see in a moment is it when you want to secure transcripts between between let's say i t personnel and hr personnel you really need to use scope scopes to do that okay now for for today's exercise i'm going to use global scope in in place of device t but you really do need to use uh an it scope or an hr you know practically each scope for each of your business units so when you use scopes the things you should be scoping or the objects to be scoping should be of course your process center process owner and agent user roles right so make sure that each user only has access to their scope and their scope alone you may have of course a system administrator that can that has access you know for to all the scopes but in terms of your uh process owners who are building the topics or serving your end users they should be controlled uh with their user roles your virtual agents should be conversations your topics should be scoped so if you've got a 401k topic and a and a hardware uh troubleshooting topic those should be in in their own respective scopes they really shouldn't be in in the same scope so that again use uh your process owners don't touch each other's topics uh nlu models likewise they should be in their respective scopes iit nou model hr nou model if you've got one single nlu model then that should probably be in uh global but otherwise again those models should be in their respective scopes agent cues should also be scoped so we're going to see this in a moment in the exercise but if you've got an itq for your agent chat and an hrq those should be in their respective scopes as well and then finally interaction records should also be scoped so that way if i'm not in and if i'm not in an hr scope i should not be reading hr conversations and vice versa so um there are when you have multiple business units you can either be you may be using different portals so you may have like a service portal and then an employee service center or an employee center portal right so you've got different portals between different business units just some things to keep in mind you obviously want to personalize the experience so if you have different portals with the same virtual agent you still want to differentiate the greeting or the promoted topics right so as we've shown in past academies if you go to the custom greetings and set up you can you know base based on the portal determine what greeting to use what promoter topics to use i really recommend that if you're using more than one portal i also recommend you filter for relevant topics so if you've got an it portal you don't want hr topics in the it portal and vice versa and finally you may want to uh consider different branding too so if you've got a service an i.t service portal that's got let's say you know a lot of green and teal versus the employee center that's got a lot of blue you may want to differentiate branding there as well okay now i know a lot of you are using or should be using the employ center the employee center is our new servicenow's new vision of a singular portal for all your workflows if you're doing that then um you won't have different portals you should just have all your topics accessible in that single portal and that's a single grouping topic and a choice of promoter topics now before i go into the exercise there's some relevant uh plugins you should be aware of number one the itsm virtual agent conversation plugin as always we've spoken a lot a lot on that today we'll be using topics from uh hr service delivery so the hr service delivery plugin has virtual agent conversations and then finally the other plugin we'll mention today is advanced work assignment for hr sd so that's a plug-in that will provide you uh some out-of-box configuration for agent chat for hr so i'll show what that looks like as well in the exercise i'm just giving you all some background knowledge on what the uh relevant plugins look like great um as always if you got questions feel free to use the q a button not the chat the q a button and before i start to exercise i actually have a poll for y'all um unfortunately did not set it up but in the chat if you can if you're using virtual agent from more than one bu type one if not type two so if you're using virtual agent for it and finance procurement type one if you're only using it for it or if you're only using it for hr type two awesome thank you and you know what i'm saying which is good is that i'm not seeing you know a bunch of twos down the line or much of one downline i'm seeing a mix which is which is great you know keep uh throughout the chat keep typing that one or that two a do it in chat please not in the q a uh just keeping it separate there the q a will we'll use for um for questions and answers the chat we're going to use for fun stuff like this okay great thank you everyone i mean it's it's great to see that uh for those of you who type one uh but this will be very applicable so uh on to our exercise um we're gonna do we're gonna go over two things one a live agent writing between it and hr you you may have seen some of this already in um in past academies but you in order to um route and secure um a conversation to let's say an hr live agent we're gonna do some extra things that you may not have seen before okay and then the second exercise we're gonna do is how to configure an hr uh virtual agent topic such that you can um secure that conversation and we'll show you what security composition looks like okay cool so with that i'm going to switch my screen share i'm just going to say that q a is answered live i'm going to switch my screen share to my instances give me just one second so this is my instance i'm going to start on the left-hand side i'm going to expand this out a bit before i do anything else and show you um some configuration steps so the first thing you need to do to for live agent routing is to make sure you got a context variable now for some of you this may be reviews but bear with me because it's all going to gel together in the end okay so context variable right so i'm going to go to the ca home page go to chats settings general context variables and you want to make sure that the application variable is there okay because we're going to be using this to as our condition for routing should be there already if not then um you know just create one uh keep uh note that hr topic id is here as well um this is going to be provided for you out of box if you install the hr service delivery virtual agent composition plug-in we're going to use this one in a bit too so keep that one in mind application and hr topic id okay so in order to route a user and i'm going to duplicate this for a moment and just show you what i mean by routing a user in order to route a user between um it and hr well one thing you can do is ask is ask the person hey do you have an hr rit question and that's essentially what i'm going to do that's that's essentially the flow i'm going to show you how to do so i'm just going to say live agent support is that i tier hr this is what i'm going to build all right so let me just end the conversation before i'm going any further and i'll show you how to do that so i'm going to go back to my ci home page i'm going to go to virtual agent designer and i'm gonna look off what i did for what the topic is for live agent support now if the out of box live in support topic it's just simply a script block that has a user connect to an agent we're going to modify this so that i ask you whether it's hr or it and based on that answer route to the right cue okay so in order to do that i'm going to show you a duplicated topic and i'm i'm not going to read i'm not going to reconfigure it i'm going to walk you step by step what what i did so you can do the same thing i did right so you'll see uh i added a static choice and i added a prompt as your question concerning hrit as you saw in my uh employ center uh example and i created two labels right with value hr and value i t okay so then i create a decision tree that if the user says i t right if my variable is i t i'm going to i'm going to do two things on my script block i added a script out but i did two things one i set the application to i t and then i ran the system method connected agent all right this is originally in my old method all i did was um duplicate it and but before that i set the queue as i'm sorry i set the variable to uh i t okay if you select hr then same thing right i'm going to set the live agent application variable to hr and then i'm going to have this uh system connect to the connector user to the agent okay now if you're using topic blocks do the same you just you know do the same thing in the topic block and then that way you can you can run that topic block within a topic i'm not going to show that today but that's certainly another technique that you can do if you have a live agent support topic block embedded in another topic okay so this is what i did to ask a user hr and i t and then i have to set the queue right so i'm going to set up a queue an itq and hrq right so here's my itq uh let me see i'm gonna make sure this is the right one i have a couple it cases yeah so here's my itq context.application starts with it right right remember i set that application variable to it that way if someone selects it it routes to this queue and it goes to this agent and support group i'm not going to run through the entire awa configuration uh but beth i you know believe me when i say beth england is in here and if i were to uh if i were to select it you send me to this queue to bet england okay um if the user selects hr then it's gonna send me to this queue now you'll see a bunch of other queues here and you'll see this application is in awa for hr service management so these are the cues that we give you out of box should you choose to use them you can see that they're again the service channels may vary by either hr case or chat but the example i built the service channel is chat it's scoped so when i created this queue i was in the hrsd virtual asian conversation scope but i can you know i can put it in or you can put it in any custom scope that you like and if i click into this queue uh you'll see uh let's see let's just open it up in the hr vaq you'll see that my application uh can writing condition application starts with hr okay so if i clicked hr it would go to this queue you go to this agent in this support group which is able tutor now the one thing to note about able tutor is that their that agent able tutors role contains uh sn underscore hr underscore core dot basic uh your you know your hr agent may already have that uh but just in case you uh you don't i'll just i just mention it and i'm gonna type it in the chat so y'all can kind of visualize what that role looks like um so with that said we are now ready to uh run a live agent conversation so let's go back to the employee center where am i here there we are and i'm going to do i'm going to show you what it looks like and show you what hr looks like actually for the sake of time i may just show you what hr looks like because that's the one that's going to be secured so because i scoped the hrq to um oh one more thing i forgot i need to mention before i forget the reason why uh sorry uh yo there are two ways to run an aging topic right one is of course to ask for an agent here the other way is to use this top um button here right the three dot menu as i call it in order to use make sure your topic that i just configured the hrit topic is tied to this menu you have to set it up in custom ingredients and setup so before we start gotta show you guys that real quick um some of you may you know this may be familiar to some of you already uh where is it well i'll just use a shortcut here uh it was in va somewhere uh maybe yeah well yeah because i'm in employee center uh employee center is uh the live agent is unified live agent support that's what i called my topic here unified live and support you have to add that here if you only use the default out of box nothing wrong with that it just won't you know it won't just it just won't ask you whether you want hrit i saw a question on the the zoom asking where that variable is defined just real quickly again general context variables application okay so let's go back to here i'm going to say yeah my question is concerning hr okay and you'll see that able is uh got routed to him not beth who's an i.t but we're a bit slow here hello i have an hr question etc etc so now i'm gonna end this conversation i'll end it on the user side so the thing to show you is because uh not only you know the user the the agent wasn't had that hr role i scoped the awa uh queue to hr if i were to go if i were an admin and if i were or let's yeah fire an admin i can now go to the interaction table this is the last one that we did and it should be scoped to global okay i don't know why that's the why it didn't get skipped to global you'll see my other conversations got scoped to global such that not display impersonate if i were to personally let's say someone did not have global scope or you know the right scope and i and i went into the interaction table you'll see that all i see other global scopes you'll see that some roads got removed by security constraints in other words the hr sd virtual agent scope got removed so i don't see what those transcripts are i don't see what those people were talking about okay i don't know why this one didn't get scoped but usually if you set your application id to hr and you've uh set um your queue to hr then it should then it should scope to the hrsd virtual agent application i'll take a look why didn't work and i'll post in the comments in the community by what what i find but that's usually the way to go okay so that's live agent now let me show you in remaining time how to scope an hr virtual agent conversation now you may have seen a kbr calls like oh you got to set the application to this variable to this id and the um the hr topic to the sys id and all that stuff i'll show you how that actually works and how that's how to actually do that so let me go back to designer click i'm going to check one thing yeah i set the uh live app agent hr okay anyway so let's go to designer come on now oh duh i need to i need to end my impersonation let me see if i can okay we'll go back to designer so let me just take a an example of a hr type such as 401k benefits inquiry now this topic is provided for you out of box and what i've done is i've duplicated it to create my own as you know as it's practiced as you should be doing whether it's an it on a box topic or an hr out of block type because i duplicate it so that i have access to it right uh so when i click into here it you know what in order for a let me first switch to hr scope so i can access it uh here we go gotta go back in okay so the things in order when a user um runs this topic obviously you want to secure this conversation you don't want any just anybody reading what this person was asking about about their 401k right so in order to do that there are two things you should set up number one is the application id you need to set that to hr okay and then number two is the hr topic id you need to set up to be the sys id of of of the topic in the cis cb topic so you see this is blank right now let me see if there's another example where i can show you an example but i'll configure it for you so you can see what i'm what i'm talking about i'll go to this other um hr topic admiralty contact obviously do not want this showing up on uh people's uh um uh interactions okay it's not set up for either one that's okay i'll go back [Music] i'll just do it live all the all the best okay so i need to go to the cis cb table let's see if i got another instance up or another table up here sif cb topic dot list now be careful you know you have to copy this this id of the right topic not this not this one but this one right sysid go into hr topic i'll just paste it in here i don't need to script it click save save and publish okay now um beware when i duplicate when i duplicate this topic this says id may already be uh entered right but it's going to be that if it is it's going to be the default of the original template i uh topic id so when i duplicate it i have to make sure that this sys id is a duplicated topics id not the original template one so be so beware you will you will have to update the sys id when you um run the uh when you duplicate the topic okay so now with that in there uh let's go ahead and go to employee pro yeah this is expired probably because i was probably because i was impersonating left and right let's run the 401k benefits topic of course it's going to ask me hey you know can any of these kb asks me um it doesn't no it didn't they'll probably ask me a bunch of uh questions i'll click yes but then this is probably this is where i start yeah what type of plan it's probably going to be like morgan stanley right uh no yeah i'll just end the conversation here and then if i go so and i'll just do you again i'm just user and all i did is run the run the hr topic so now let me go to the interaction table and you'll see the the latest chat here has been scoped to hrsd okay so when i set the application id to hr and i set the topic id equals to the sys id you know the hr rhr topic knows to scope the conversation at hr sd so that way again if i impersonate um i don't know why i'm it's so weird i'm pretty sure ended my impersonation uh you know you can see it okay so that's how you secure this the scope for your live agent conversations and your hr conversations uh one final note so let me address questions before i go any further here um is in san diego to accept chat do you have to use agent workspace or conversational interface um those are two different things but i will ask i will answer that if you want to accept chat first i recommend you use agent chat and not connect support because we're deprecating connect support so use agent chat and if you're using agentchat you should be using the agent should be using agent workspace which is what which is what this is okay conversational interface that's the that's more the configuration page here so uh that's not uh really um applicable or gonna be it's not gonna be helpful for the agent so i hope that answers that question would that be hard would that hard code assist id be a problem when running the instance checker i don't know what the instance checker is so i can't answer that uh if you can type in chat or follow up in a q a what instant checker is maybe i don't know what that is so i don't know definitively whether or not that will be a problem okay um so uh one final thing to note is um if i were to uh do uh run more than one topic in the hr conference uh more than if i run more than one topic in a single conversation like an iq topic and an hr topic um if i run once i run the hr topic it will switch to an hr scope okay so it's going to be over our our security and our scoping will be overly protective okay so if i run again it hr it will be scoped that conversation to hr so if an i.t person wanted to try to read the transcript of the first i t uh conversa topic they won't be able to okay likewise if i run an i.t topic and then i say you know what trust me the hr agent i have an hr question um it's gonna the whole the whole conversation thread is gonna be scoped to hr because again we're gonna be overly protected and if i ask you if i run a va topic or troubleshoot my vpn but then i go to a live agent ask about um uh you know my 401k or my payroll it's going to script the whole conversation in hr so just be just be aware of that and be mindful of that okay um if you may want to recommend users to hey if you want you know uh it agents to see more but not see the other hr stuff users may have to be trained to end conversation and let's you know start a separate conversation for that hr agent or for that hr topic so yeah if if you're concerned about over uh um yeah i'm sorry i don't know what instance can either i i wish i had the encyclopedic knowledge necessary but i don't know what that is but um if you want to ask that question on community uh maybe uh that'll be helpful and i mean either i can answer that or after some research or i can ask an hr pm to answer that as well okay we're almost that time there again thank you all for joining um oh let's see here is there an option to directly create an hr case instead of interaction from virtual agent if you're saying directly create a hr case um from agent chat or um instead of interaction virtually yes there is of course you can always you know go to your system here and say you know create hr case right oh from live agent um i believe so i although frankly again i'm sorry i'm not an expert in agent workspace although i do see or i have seen before you can create an hr case here create a request i i think again based on the in the configuration of your hr workspace the agent may be able to create a case for the user if they say um hey you know this person needs a case in fact it may even be created automatically just whenever interaction starts it may already be created i know i t does that for incidents um just looking at all the buttons here so yeah i think it's possible i just don't know for for a fact um and securities for hr's enabled by stolen hrsd plug-in uh yes it is so um so you can either create your own scope or yes if you install the hr uh virtual agent uh conversation store app that has a scope the advanced work assignment for hr uh store app that has a scope you may not want to use those only be i use them just for example purposes you may not want to use them because it's more you know scopes to contain configuration not so much scope for security you may want to create your own you know hr business scope uh but the ones that you show that you saw here yes are ones that were available out of box from the store app cool yes i see linda uh chimed and say yeah they they added create a case to hr agent workspace so that's great thank you for uh for that cool can you transfer a chat by the way roll over time feel free to stay on if you can if not i'll keep answering questions until um the end here can you transfer a chat between an it nature aj yes you can i can even uh show that real quick and then we really gotta go um so let me just really quickly start a conversation here uh and then let's say you know let me transfer you to my buddy beth down below what beth can do or what abel could do here is here's a transfer button or an i'm sorry here's the transfer to agent button transfer to well that's only one active or this could be just because she's been most uh active recently stand for the best and that's it press enter and beth gets it and now both agents are on uh you know uh ad or this admins case uh you know able could leave just so that she's not you know a busybody and then beth can just say hi so that that's that's transfer in a nutshell awesome any other questions again if there are again thank you all for for coming to va again i'm going to figure out why that live agent wasn't scoped and i'll post the answer on the community page or on youtube again thank you all for joining and we'll see you next time