Extend Agent Assist (Workspace) search to include a new targeted Knowledge Base
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‎10-08-2024 08:04 AM
I can't seem to figure out how to add a targeted Knowledge Based with filtered results into the results of Agent Assist for the HR Agent Workspace. It currently searches the HR Knowledge Base. I want to have it include a separate Knowledge Base, and if possible only at a specific category.
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‎10-08-2024 12:22 PM
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‎10-15-2024 12:21 PM
Unfortunately it does not.
Example: IF there is a knowledge base [Policies and Standards Library] that has a published article with a short description of "Policy ABC123".
Using the linked article "Set up a dynamic filter for Agent assist", I created a very vanilla Table Configuration with a search source of "knowledge". On the table of "sn_hr_core_case" for UI type "Workspace".
One would think that this might allow searching of knowledge from HR Case on Agent Workspace. It does not. I also tried to dig into the existing working OOTB Table configuration for HR Agent Workspace and it seems that it uses Search Action Configurations. IF I try to add these or view the existing functional ones, there is ZERO indication about what actually drives it to search the HR Knowledge Base
