Knowledge articles and Catalog items list in Virtual Agent chat

[Babji Sadhu]

Hi,

In Virtual agent, I have used AI search to show Knowledge articles and Catalog items in chat. But it is restricting to show on few Knowledge articles and few Catalog items, instead can we allow them to show all the catalog items and Knowledge articles that is relevant to the word typed in the conversation which is same as when typed in portal search?

Thanks in Advance

[Anil Lande · Accepted solution]

Are you using OOB topics/configurations?

Please check the topic configuration and increase the limit.

Also check below links for related configurations:

https://www.servicenow.com/community/virtual-agent-nlu-forum/how-can-i-search-knowledge-and-catalogs...

https://www.servicenow.com/community/virtual-agent-nlu-articles/fix-virtual-agent-topic-search-knowl...

[Anil Lande · Accepted solution]

Are you using OOB topics/configurations?

Please check the topic configuration and increase the limit.

Also check below links for related configurations:

https://www.servicenow.com/community/virtual-agent-nlu-forum/how-can-i-search-knowledge-and-catalogs...

https://www.servicenow.com/community/virtual-agent-nlu-articles/fix-virtual-agent-topic-search-knowl...

[Ratnakar7 · Accepted solution]

Hi @Babji Sadhu ,

You can use 'Contextual Search' Topic Block instead of AI search if you want to show all the result:

Thanks,

Ratnakar