Hi,
I'd like to know how to configure the search of knowledge articles in Agent Assist for this specific scenario:
I have two KB's one for company A and one for company B. On the CSM/FSM configurable workspace, when opening a customer case, there is a custom field where you either select company A or company B. Then there's also another custom field called "category" with categories such as Banking, Digital, Fraud etc.
When for example, company A is selected in the custom field, I'd like the Agent Assist to only show articles from that KB. When company B is selected, it should only show articles from the other KB. That's the first filter.
The second filter would be filtering on the category field. After filtering on the company (A or B), it should also filter on the chosen category.
The Agent Assist search is based on the short description, but it should only search for the filtered (company first, and then categories) knowledge articles.
I'm aware there's something called "filter configurations", and dynamic filter (scripted), but I'm not sure how to implement this.
Any help would be greatly appreciated!
