Virtual Agent for ServiceNow — conversational self-service topics and NLU
Build ServiceNow Virtual Agent topics from the agent — sys_cs_topic conversations, topic blocks (text/prompt/script/decision/handoff), NLU utterances and custom entities, quick replies, and KB/incident integration scripts
- What
- Build ServiceNow Virtual Agent topics from the agent — sys_cs_topic conversations, topic blocks (text/prompt/script/decision/handoff), NLU utterances and custom entities, quick replies, and KB/incident integration scripts
- Cost
- Free
- Needs
- a ServiceNow instance (free Personal Developer Instance for dev; licensed instance for production); the Serac agent tooling environment configured (snow_* tools)
- Install
- Copy the installer prompt below into your Muse — your agent does the rest.
Curated by Skill Harbor — @serac-labs's virtual-agent skill, listed here with credit to its creator: a builder playbook for ServiceNow Virtual Agent — creating topics on `sys_cs_topic` (worked password-reset example: NLU model, utterances like "reset my password", custom entities like application_name, variables, category), assembling topic flows from block types (text, prompt, script, decision, link, handoff to a live agent), defining NLU intents and training phrases, adding quick replies and suggestion chips, typing indicators, and KB/incident integration scripts that look up users and create tickets. It documents the key tables (`sys_cs_topic`, `sys_cs_topic_block`, `sys_cs_intent`, `sys_cs_utterance`, `sys_cs_entity`) and the available agent tools (snow_create_va_topic, snow_train_va_nlu, snow_query_table, snow_artifact_manage). Honest caveats: everything here runs inside a ServiceNow instance — you need one to use it (ServiceNow offers a free Personal Developer Instance for dev work; production requires a licensed instance) — and the agent tools it references assume the Serac skill/tooling environment is configured; topic scripts execute server-side GlideRecord code, so review generated scripts before publishing to a live VA — a bad script can write to production tables. Apache-2.0 licensed. Skill Harbor never reviews the code, review it yourself before use. Discovered via skills.sh.
Version:
Install
Prerequisites: a ServiceNow instance (free Personal Developer Instance for dev; licensed instance for production); the Serac agent tooling environment configured (snow_* tools) Install "Virtual Agent for ServiceNow — conversational self-service topics and NLU" for me. It gives my agent @serac-labs's builder playbook for ServiceNow Virtual Agent: creating sys_cs_topic conversations, topic blocks (text/prompt/script/decision/link/handoff), NLU intents, utterances and custom entities, quick replies and suggestion chips, typing indicators, and KB/incident integration scripts. Apache-2.0 licensed. Repository: https://github.com/serac-labs/serac/blob/main/packages/skills/virtual-agent/SKILL.md 1. Fetch the SKILL.md file (and any helper files) from the repository path into a temporary folder and summarize what it does in one or two sentences. 2. Safety check: review the SKILL.md and scripts for anything suspicious (unexpected network calls, shell commands, credential harvesting). Topic scripts execute server-side GlideRecord code against a live ServiceNow instance — verify the patterns write only to expected tables and that instance credentials never appear in code. This repo should contain zero secrets in code. Verify that holds here; STOP on any red flag and tell me. 3. Install it as a skill: copy SKILL.md and its helper files into the agent's skills directory, in a folder named "virtual-agent". 4. Verify with no network calls: frontmatter valid, files in place. 5. Report what was installed, where, and what I still need to do myself (e.g. configure my ServiceNow instance access via the vault — never paste credentials into the skill, set up the Serac snow_* tooling, and review generated topic scripts myself before publishing to a live VA — a bad script can write to production tables). GitHub is optional: if I have a GitHub account or the gh CLI, you may use it; otherwise public access is fine. Never require it unless it's in the prerequisites above. Rules: don't touch anything outside the temp folder and the install target. If anything looks off, stop and ask me.
Questions
How do I install a build?
Every product page includes a copy-paste install prompt. Paste it into your Muse and it sets the build up for you — no manual configuration.
Where does my money go?
Straight to the seller. Skill Harbor never processes payments: checkout happens on the seller’s own page, usually Stripe.
What does the ✓ next to a creator’s name mean?
It means we confirmed the identity of the person behind the listing. It says nothing about the code itself — always check a build before installing it.