How to show specific KB Article on Virtual Agent Chat Bot

JRY · ‎03-04-2022

Hello Team,

I'm new to virtual agent, and I'm attempting to display a certain KB Article when we search using Keywords that we put to the Topic Properties. I'm not sure how to make a show flow. I tried a few things, but none of them worked. I'm having trouble with the flow. Can somebody assist me?

Below are the scripts which I have written

Get KB Articles(Script Action)

var getKBArticle = new GlideRecord('kb_knowledge');

getKBArticle.get('number', vaInputs.article_number.getValue());

var description = getKBArticle.getValue('text').replace(/(<([^>]+)>)/gi, "");

if(description.length > 80) {

description = description.slice(0, 78) + '...';

}

vaVars.short_description = getKBArticle.getValue('short_description');

vaVars.description = description;

Get KB Articles(HTML)

<html>

<body>

<p><ahref="/kb_view.do?sysparm_article={{vaInputs.article_number}}"target="_blank">{{vaVars.short_description}}</a></p>

<p>{{vaVars.description}}</p>

</body>

</html>

Show Topics(Script Action)

(function execute() {

vaSystem.switchTopic(vaVars._setup_explore_help_topic);

})()

Please help what needs to be change.

Thanks,

JRY

Chaitanya Redd1 · ‎03-16-2022

Hi,

Can you try to below steps

Duplicate Topic in Virtual Agent Designer "Search Knowledge Base".
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.

Then Publish it and try to test it will work.

Thanks,

Chaitanya

View solution in original post

Mark Roethof · ‎03-04-2022

Hi there,

"I tried a few things, but none of them worked. I'm having trouble with the flow."

What exactly is not working?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

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JRY · ‎03-04-2022

Hi Mark,

As you can see in the image below, I attempted to test one of the keywords and received an error. Could you please assist me in resolving this issue?

I'm trying to get the corresponding KB Article link to appear when I search with keywords, but it's not working. KB Article has the same meta tags and name, but it's showing a different issue.

Thanks

JRY

JRY · ‎03-04-2022

Hi Mark,

I've inserted all intents and entities with the new model, but it still appears to be stuck at the Greeting Message step. Could you please tell me what went wrong?

Thanks

JRY

JRY · ‎03-07-2022

I have tried so many changes still I'm getting error below