How to add Similar Incidents choice in Agent Assist resource.

[unchanged]

How to add Similar Incidents choice in Agent Assist resource.

[Rafael P]

Hello @unchanged , hope you're doing great!

To add the "Similar Incidents" option in Agent Assist, follow these steps:

Prerequisites:

• Install the Predictive Intelligence for Incident and Predictive Intelligence for Contextual Search plugins
• Have a trained similarity model configured in your instance

Configuration Steps:

1. Navigate to All > Contextual Search > Table configuration (table cxs_table_config)
2. Locate and open the table configuration for which you want to add similarity resources (e.g., Incident)
3. Open the corresponding Search context record
4. Use the global application switcher to change to the same application scope as the search context record
5. Locate the Additional Resource Configurations related list
6. Click Edit list action to modify the list
7. Add the desired similarity resources (their names typically start with the word "similarity")
8. If using a custom similarity solution, open the additional search resource record (cxs_search_res_config), ensure the form view is set to "Additional Resource", and update the Capability Definition field to reference your custom solution

   
   Hope it may help you!

[meetjohn]

To add 'Similar Incidents' to Agent Assist, you need to configure a new Search Resource in the Contextual Search settings. Make sure the 'Resource Configuration' points to the Incident table and use a 'Similarity' search type. This allows agents to quickly find related records without leaving the workspace. Hope this helps!