I followed this KB article which gives information on the contextual search that Agent Assist does in the Service Operations Workspace.
As far as I understand it then, if we're looking at an incident and we ask Agent Assist to show us recent and possible related changes, it simply does a search using the Short Description field and then applies the filter from the "Additional Resource Configurations" added to the change context. However, the results we get don't seem to support that.
For example, in our dev instance, according to a manual search, we have over 100 incidents where the short description contains the phrase "testing disruptive change metrics". However, if I enter that into the short description field of a new change in SOW and select incidents in Agent Assist, I get 10 incidents from over 5 months ago where the short description only contains the word "metric". Surely, if it could find exact matches from more recently, those would be the best results to show?
So, what kind of search is happening on the short description and how can it be improved?
