TeamViewer DEX Virtual Assistant

TeamViewer DEX Virtual Assistant integrates TeamViewer DEX Platform with the ServiceNow Virtual Agent. The product includes a number of pre-defined topics, all of which are installed by default.

ServiceNow Portal users can make requests from the device they are currently using for any issue they are experiencing. Users simply need to type their problem into the Virtual agent, which then analyzes the problem statement and presents a list of available issue types to choose from. Upon confirmation of the issue type, the Virtual agent attempts to resolve the problem by executing the corresponding instructions.

The main reason for the above requirements is that the topics provided with the TeamViewer DEX Virtual Assistant do not have any associated approval workflows and are all enabled by default upon installation. Before implementing the TeamViewer DEX Virtual Assistant in your production environment, you must:

  • Select the topics you want to implement in your production environment.

  • Modify the topics to include an approval process in ServiceNow.

  • Fully test these topics in a suitable test environment.

Integration between ServiceNow Virtual Agent and TeamViewer DEX Virtual Assistant

The TeamViewer DEX Virtual Assistant implements a number of topics within the ServiceNow Virtual Agent. Most of these connect with Platform in the background to execute instructions that perform automated tasks. This effectively brings the power of Platform to your ServiceNow end users through a chatbot interface, aiming to reduce support calls for a variety of simple operations.

The following topics are provided with TeamViewer DEX Virtual Assistant and can be accessed through the Virtual Agent:

  • Add user to distribution list

  • Share folder

  • Revoke folder access

  • Install software using Shopping

  • Delete a user from a distribution list

  • Computer slow

  • Enable remote connection

  • Low disk space

  • Microsoft Recovery Assistant

  • Outlook issue

  • Add a printer

  • Upgrade Operating system

  • Add a VPN connection

  • Local admin access

  • Remove invalid desktop shortcuts

  • Reset my Windows password

  • Access a shared folder

  • Create a distribution list

  • Delete a distribution list

Configuring TeamViewer DEX Virtual Assistant

The TeamViewer DEX Virtual Assistant relies on TeamViewer DEX Core to manage communications with a functioning Platform via a MID Server, which must be configured to allow the ServiceNow cloud instance to access the network where Platform is installed.

A TeamViewer DEX Virtual Assistant administrator configures the setting the User Name parameter on the App Configuration Page to the name of an existing user. This user must have global actioner permissions in Platform, or sufficient permissions to execute all the instructions associated with the TeamViewer DEX Virtual Assistant topics on every end user device where the 1E Client is installed.

Using TeamViewer DEX Virtual Assistant

An end user accesses the Glide Virtual Agent in the ServiceNow Service Portal from a browser on their device and initiates a chat to report an issue or make a request. As part of the conversation, they select a TeamViewer DEX Virtual Assistant topic. These topics are seamlessly integrated with other available topics, so the end user may not realize they are interacting with a TeamViewer DEX specific topic.

The Shopping module in the 1E Client can be used to automatically determine the FQDN (Fully Qualified Domain Name) of the device from which the end user is accessing ServiceNow.

If Shopping has not been implemented

When an end user selects a TeamViewer DEX Virtual Assistant topic that is linked to an instruction, the system needs to know which device to run the instruction on. The end user is then prompted to choose from a list of devices previously associated with them in the ServiceNow CMDB.

If no devices are associated with the end user in CMDB, the topic cannot be executed.

If Shopping has been implemented

Implementing Shopping requires:

  • A working implementation of Shopping

  • The local 1E Client with the Shopping Module enabled

  • A configured integration between the TeamViewer DEX Virtual Assistant and Shopping

When a Virtual Assistant-related topic is selected, the following options are presented

  • If no devices are associated with the end user in the ServiceNow CMDB, the Virtual Assistant will automatically select the FQDN of the device the end user is currently using to access ServiceNow.

  • If devices are associated the end user will be presented with a list of devices to choose from. This list will include the FQDN of the current device.

Once the Virtual Assistant identifies the device, either through user selection or automatic detection via the Shopping agent, it instructs Platform to execute the relevant instructions on that device, using any parameters collected during the chat.