How to add a dynamic filter on agent assist to display knowledge articles from specific categories

[Daniel R2]

Hi,

We have Agent Assist set up on our CSM/FSM Workspace, set up to display suggested knowledge articles based on the short description.

However we want to restrict the articles that are shown based on the category of the knowledge article.
for e.g. if the case is in our 'General Ledger' child table, any knowledge articles suggested should only be knowledge articles with the category 'General Ledger'. We have already managed to achieve this on the contextual search we have added to our record producers by creating a new Search Context and defining the condition on the 'Resource Configurations' related tab. However we want to achieve the same functionality on agent assist. 

We have tried creating a table configuration on the same search context we created above, with the UI type as 'Workspace' however it is still not working. However, when we create a table configuration with the UI type as 'platform' we can see it is restricting the knowledge articles as expected, in the native UI. We are not exactly sure why it is not working on agent assist when our configurations looks correct (especially when it works on both our record producers and native ui platform), can anybody advise here please.

We have also tried following this product documentation, however had no luck: https://docs.servicenow.com/bundle/vancouver-platform-user-interface/page/administer/workspace/task/...

Any support would be greatly appreciated 

[sanna3]

We are facing the same problem. Have you resolved this issue?
If not - unfortunately I do not have a solution but - have you tried to add the new Table Configuration sysID to the Agent Assist Component in UI Builder?

Or, If your page has a Contextual Side Bar with Viewports, you could try to add the sysID on the Agent assist Sub page:

[Daniel R2]

@sanna3 - Hi yes we managed to resolve this actually using a similar solution you mentioned above. 

Once we created the table configuration and defined everything within there, such as the search context and resource configuration conditions.

We then just created a variety of different variants under our Agent Assist Viewport in UI Builder. On the specific agent assist variant we have, we then got our 'table configuration' sys ID and added it to the 'cxsTableConfig' field on the Body Config of one of our agent assist variants. Once we did this Agent assist was meeting our requirement and only showing specific knowledge articles which we defined in the 'Resource configuration conditions on the table configuration.