Agent Workspace Agent Assist Knowledge Article search list results

[theRadioMic]

Yes, yes, yes... I know that Agent Workspace is being replaced with the more easily configurable Service Operations Workspace - and we're getting there.

I would like to find out if it is possible to configure the search list results of Knowledge Articles based on a persona or role in the logged in users profile?

For context, there are two separate Call Centers for HR related issues and IT related issues. Currently, when the CSRs conduct a Knowledge Article search, the search list results in the Agent Workspace content pane when using Agent Assist displays the searched topic related Knowledge Articles based on Knowledge Base, showing Knowledge Articles from the HR Knowledge Base then from IT Knowledge Base. Seeing as how the CSRs have a Call Center specific persona and the functionality already supports displaying HR Knowledge Articles first for HR Call Center CSRs, is it possible to configure the functionality to display the search list results where IT Knowledge Articles are first for IT Call Center CSRs?

Seems doable, but maybe a bit of a reach. Look forward to hearing what thoughts you have on the matter.

Michael

[Ratnakar7]

HI @theRadioMic ,

Yes, it is possible to configure the search list results of Knowledge Articles in Agent Workspace based on the persona or role of the logged in user. This can be achieved by creating personalized search sources and configuring them to return Knowledge Articles based on the user's persona or role.

To create personalized search sources, you can go to the "Search Sources" module in the ServiceNow platform and create a new search source. In the search source configuration, you can define the search criteria to retrieve Knowledge Articles based on the user's persona or role. You can also specify the order in which the search results should be displayed, such as displaying IT Knowledge Articles first for IT Call Center CSRs.

Once you have created the personalized search sources, you can configure Agent Assist to use them instead of the default search sources. This can be done by going to the "Agent Assist" module in the Agent Workspace and configuring the search settings to use the personalised search sources.

Set up Agent Assist 

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Thank you!

Ratnakar

[Tilly Penn]

I found this very useful, thank you.  Is it possible to create the search source configuration based on the customer's persona?   

So the example is agent is based in India, helping a UK customer, so wants to be able to see UK articles