Enabling the Microsoft Office Online virtual agent query

BMC Virtual Agent includes several standard virtual agent query definitions. For initial setup, BMC recommends that you enable the Microsoft Office Online query. By default, this query is disabled.

To enable the Microsoft Office Online query

1. From the IT Home page, select Virtual Agent> Administration Console.
2. Open General Settings > Virtual Agent Queries.
3. Click the Show Disabled box in the upper right corner.
4. Double click the MS Office Online item in the query list.
5. In the Virtual Agent Query Configuration panel, make the following changes:
   1. Select the Enabled button.  

   2. Change the value of Execution Order to 99.

      Note

      Setting Execution Order to 99 enables Microsoft Office Online to be searched before returning a null answer from the No Answer query with an execution order of 105. For more information about execution orders, see Administering.

6. Click Apply to save the changes.