this video shows how workflows are automated using virtual agent in this video we'll focus on using virtual agent with the asset refresh workflow which automates Hardware upgrades for employees let's follow along as Joe gets a new tablet using the asset refresh Topic in Virtual agent Solana Tech has a policy that tablets should be replaced every two years for employees to receive the new device notification users with the virtual agent admin role must create this workflow using the following plugins applications and virtual agent topic blogs these include the Glide virtual agent plugin nlu and itsm virtual agent conversations applications and a create incident request catalog item AI search and search catalog topic blocks after setting up the asset refresh workflow the virtual agent admin implements sawanatex policy by creating an actionable notification that triggers the asset refresh virtual agent topic because Joe has worked at salonitech for more than two years he receives a device upgrade notification from virtual agent virtual agent asks if he wants to upgrade his device or wait until later Joe is ready to receive a new tablet so he clicks upgrade my device this is Joe's first tablet upgrade and he wants to learn more about the process so he clicks learn more the I search topic clock virtual agent directs him to a knowledge article that further explains the company's Hardware policy after reading the knowledge article Joe chooses to upgrade now the asset refresh topic then uses the lookup utility to find his device in the database the virtual agent asks Joe if he still has the tablet if Joe selected no virtual agent would create an incident using the create incident topic block but Joe still has the tablet so he clicks yes this triggers the virtual agent to use the search catalog item topic block to search the asset catalog for a new tablet after asking a few personalization questions about the tablet virtual agent presents the new device to Joe who accepts the upgrade the request catalog item topic block takes Joe's response and requests the new tablet which will be sent to his address on file he receives a confirmation message from virtual agent that his new tablet order has been received this workflow can be enhanced by adding additional flows to notify employees when their device has shipped or remind them to return their old device after they've received the new one now you can use Virtual agent to simplify and automate workflows and streamline the process of creating them for more information see our product documentation or knowledge base or ask a question in the servicenow community [Music]