Configure Virtual Agent topics for ITSM Success Dashboard

---
title: Configure Virtual Agent topics for ITSM Success Dashboard
description: Measure Virtual Agent usage in ITSM Success Dashboard indicators with deflection nodes or self-service analytics, including for topics other than base system topics.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/itsm-success-dashboard-indicators/configure-va.html
release: australia
product: ITSM Success Dashboard Indicators
classification: itsm-success-dashboard-indicators
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [ITSM Success Dashboard Admin console, Configure, ITSM Success Dashboard indicators, IT Service Management]
---

# Configure Virtual Agent topics for ITSM Success Dashboard

Measure Virtual Agent usage in ITSM Success Dashboard indicators with deflection nodes or self-service analytics, including for topics other than base system topics.

There are two different ways the base system measures success for Virtual Agent usage:

-   Using deflection nodes in Virtual Agent topics which provides highly accurate results and requires medium effort in tracking. For more information on how to use the deflection nodes, see [Configure Virtual Agent topics for ITSM Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/instrument-virtual-agent-sdb.md).
-   Using self-service activity analytics which provides mid-high accuracy and requires zero effort in tracking. For more information on how to configure using the self-service analytics, see [Configure Virtual Agent topics for ITSM Success Dashboard using self-service analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/instrument-va-sdb2.md).
-   To update the live agent script include, see, [Update the live agent script include](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/update-live-agent-script-include.md).

-   **[Configure Virtual Agent topics for ITSM Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/instrument-virtual-agent-sdb.md)**  
Map Virtual Agent topics other than base system topics to deflection patterns so data displays correctly in ITSM Success Dashboard indicators.
-   **[Configure Virtual Agent topics for ITSM Success Dashboard using self-service analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/instrument-va-sdb2.md)**  
Configure the Virtual Agent \(VA\) topics for ITSM Success Dashboard indicators using the self-service analytics.

**Parent Topic:**[ITSM Success Dashboard Admin console](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/admin-console-sd.md)