Contextual search knowledge article in Virtual agent,

[Abhijit Das7]

Hi Everyone,

I working on virtual agent and as I am new to virtual agent, I am facing this issue. My requirement is that when I type something on virtual agent then it should give me knowledge article related to my question.

For Example: If I type "windows is not working", then it should show all the articles that are related to my issue.

Please guide me in solving this issue.

cc: @Ankur Bawiskar @Community Alums @kamlesh kjmar 

Thanks in advance.

[Community Alums]

Hi @Abhijit Das7 ,

Out-of-the-box the ServiceNow conversation plugins for Virtual Agent come with loads of nice Topics. Most should be seen as Templates, though some could almost go 1on1 into your Production environment. One of those topics, "Search Knowledge Base".

Activate the above topic.

And if you want to search a specific knowledge article , then:

Can you try to below steps

1. Duplicate Topic in Virtual Agent Designer "Search Knowledge Base".
2. Clone Search Context "Knowledge Search" like below Image

  3. Go to Related list "Resource Configurations" open record created with name "Knowledge"

  4. In the Resource Configuration go to Related list you will find "Condition" record and set value 

Add SYSID of Knowledge Base as shown below

  5. Go to the topic which you cloned/ duplicated you will find Script Variable "search_context_sys_id"  as shown below add SYS ID of Search Context which you created in Default value field.

[Abhijit Das7 · Accepted solution]

Hi @Community Alums 

I am facing these issues:

1. I can't see "Search Knowledge Base" topic in designer of virtual agent.

2. There is no "Condition" record under Resource configuration. Am I missing any plugin, or my instance is old (Quebec)

I have one doubt, in place of knowledge article if I have to do contextual search on custom table and want to get the record.

For Example : There is table called "x_custom_table". And when I type in virtual agent that "paper got jammed in printer" then virtual agent to take keywords from above statement and match the description of records and return the best suited records from custom table

Thanks 

[Abhijit Das7]

Hi @Ankur Bawiskar 

Please help me with this issue. I want contextual search to work in virtual agent. For that I have duplicated "Fallback Search" topic in designer.  Then I have created Search Context for my custom table.

Table Configurations:

Resource configurations:

Condition :

Afetr creating search context, I have added sys id of search context in duplicated virtual agent topic.

But it is not giving expected knowledge articles, whereas it is giving results from catalog item. I want only knowledge articles based on my text.

Kindly help me in solving this problem.

Thanks 

[Abhijit Das7]

Hi @Ankur Bawiskar 

Can you please help me on this issue.

Thanks in advance