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

JRY · ‎03-10-2022

Hello @Mark Roethof

I'm trying find out what caused the issue It's showing wrong articles. I need to show specific Articles based on Topics Keywords/ KB Articles Meta. I'm stuck at this part how to show specific KB Article. Please help me on this issue

Contextual Search

Display KB(s)

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

MR1 · ‎10-15-2022

@Chaitanya Redd1

I didn't find this topic in the OOB of San Diego version.

Could you please me?

Roshini · ‎10-09-2024

Not able to find "Search Knowledge Base". How to get this topic

ankitshukla · ‎08-04-2025

Hi Team,

I am trying to build the chatbot for KB article and below is the point where i get stuck.

1.I need to search a KB article base on keyword but without mentioning in properties.

2.When anyone search content that also of that content is present in any KB than that should display..

Please anyone guide me..