Agent Assist Search Context Modification in CSM Workspace

RajaputanaN
Tera Contributor

an hour ago - last edited an hour ago

I am trying to modify the list of choices available in the Agent Assist dropdown within the CSM Configurable Workspace (see attached image).

Currently, it shows options like "Resolved Cases, " Open Problems" and "Knowledge Articles".
I need to:

  1. Remove some of the existing options that aren't relevant to our process.
  2. Add a new search resource (or ensure a specific one is visible).
    Please help me to resolve the issue.

RajaputanaN_0-1775739472803.png

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Naveen20
ServiceNow Employee

an hour ago

The options in that dropdown are controlled by Contextual Search configuration. To modify them:

Navigate to the configuration:

  1. Go to Contextual Search > Search Contexts
  2. Find the search context tied to your CSM Workspace's Agent Assist panel.
  3. In the related lists, look at the Search Resources associated with that context.

To remove an option: Remove or deactivate the corresponding search resource record from the search context's related list.

To add a new option: Create or associate a new search resource to that same search context. Each search resource defines the table, conditions, and display name that appears in the dropdown. Follow the existing implementation

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