ServiceNow Portfolio

Virtual Agent QA Testing Hub - April 2026

A full end-to-end QA system built in ServiceNow to simulate the real-world work of a Conversational AI QA Analyst. As chatbots become more common in banking and financial services, organizations need structured ways to evaluate whether their Virtual Agents are giving accurate, professional, and compliant responses.

What's inside:

QA Response Log — Custom table for logging and scoring chatbot conversations across Accuracy, Tone, Compliance, and Clarity, with auto-calculated scores and automatic flagging below threshold.

Automated UAT Sign-off Flow — Flow Designer workflow that triggers on submission, routes to a reviewer, sends email notifications, and updates record status in real time.

Live Service Portal — Custom portal with a live status bar pulling real metrics from the database, action cards, recent QA logs, and knowledge base search.

Analytics Dashboard — Visual reports tracking QA status breakdowns, average scores by topic, and flagged review counts.

Built using App Engine Studio, Flow Designer, Service Portal Designer, and the Virtual Agent platform.

Smart Student Support Hub – March 2026

Built a centralized ServiceNow application designed to streamline how K–5 schools manage student support requests, tutoring coordination, and progress tracking. The Smart Student Support Hub replaces manual, disconnected processes with a structured, end-to-end workflow that allows teachers to submit requests, tutors to manage sessions, and administrators to track outcomes in one place.

What's inside:

Student Support Request Form — Custom intake form allowing teachers to submit academic support requests for students, with auto-routing logic based on subject area and grade level.

Tutor Matching Workflow — Flow Designer automation that triggers on request submission, assigns an available tutor, sends email notifications to all parties, and updates record status in real time.

Teacher & Tutor Dashboards — Role-based portal views surfacing active requests, assigned sessions, student progress notes, and quick-action cards tailored to each user type.

Knowledge Base Integration — Embedded knowledge articles giving teachers and tutors instant access to instructional resources, escalation procedures, and platform guidance.

Live Service Portal — Custom homepage with a scrolling announcement bar, role-selector navigation, success story testimonials, and a branded UI built to reflect a real production environment.

Built using: App Engine Studio, Flow Designer, Workflow Studio, Business Rules Engine, Client Scripts, UI Actions, UI Policies, ACLs, Service Portal Designer, and ServiceNow Reports.