Password resets in ADFS have been a major challenge and contribute to one of the major shares of calls received by service desks. Converting these calls into a self-service activity improves the user experience greatly apart from the related efforts and cost savings. With the help of a Virtual Agent powered by Integration Hub and NLU, the session intends to demonstrate a self-service feature to reset user passwords in Active Directory from a publicly accessible topic. The session will explore Action Controls in Virtual Agent which is a new feature in Quebec and will be used to directly access the Active Directory and Twilio spokes from the designer.

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