ServiceNow CSM: Live Agent против Virtual Agent — полное руководство

Learn how ServiceNow Customer Service Management (CSM) Live Agent and Virtual Agent work, how they differ, and how to configure and test live agent chat from both the customer and agent perspectives. In this CSM tutorial, we explore Virtual Agent, Live Agent, Public Chat, Private Chat, Advanced Work Assignment (AWA), Agent Chat, interaction records, chat queues, round-robin routing, response templates, shortcuts, customer verification, and interaction closure. You’ll also see a practical demonstration of how a customer initiates a chat from the portal, how the request is routed to an available agent, how an agent accepts the interaction, uses quick actions and response templates, communicates with the customer, and finally closes the conversation. This tutorial is especially useful for ServiceNow CSM developers, administrators, architects, and professionals who want to understand how customer interactions and live chat work in the ServiceNow CSM workspace. Chapters: 0:00 Introduction to ServiceNow CSM Live Agent & Virtual Agent 1:30 Virtual Agent vs Live Agent 3:00 Public Chat vs Private Chat 4:15 Setting Up Live Agent Chat 5:30 Assigning the AWA Agent Role 6:30 Testing Agent Chat from the Customer Perspective 8:00 Making an Agent Available 9:00 Initiating a Live Agent Conversation 10:30 Agent Chat Routing and Queue 12:00 Accepting the Interaction 13:00 Understanding Customer Verification 14:00 Live Agent Shortcuts and Quick Actions 15:30 Using Response Templates 17:00 Customer and Agent Chat Flow 18:30 Creating or Ending a Conversation 19:30 Customer Feedback and Interaction Completion 20:30 Reviewing the Completed Interaction 21:30 Final Summary Note: The chapter timestamps above are structured as suggested chapter markers based on the transcript flow. They should be adjusted against the actual video timeline before publishing to ensure they match the exact moments in the video. If you are learning ServiceNow CSM, this session provides a practical understanding of how Agent Chat and Virtual Agent fit into the customer interaction journey. 👍 If you found this tutorial helpful, please like the video, share it with other ServiceNow professionals, and subscribe for more ServiceNow CSM tutorials, integrations, development tips, architecture discussions, and platform best practices. #ServiceNow #ServiceNowCSM #CustomerServiceManagement #ServiceNowDeveloper #ServiceNowTutorial #VirtualAgent #LiveAgent #AgentChat #ServiceNowCSA #ServiceNowCMDB