Where is the relationship between a Catalog Item being helpful and the record open in agent assist?

[The SN Nerd]

Hello Community,

When you are viewing an interaction record in Service Operations Workspace and have an agent assist configured to search catalog items, you can mark a result as helpful. This marking is persistent with the interaction record you had opened, the catalog item marked as helpful and the user. The relationship is persistent across the user's sessions.


I want to trigger some logic when the catalog item is marked as helpful. The action itself from the table configuration is completely black box, so hoping to find the table where this data is stored and create a business rule or flow.

Does anyone know where this data is stored? Have tried searching the tables but have not found anything.

[davidkit · Accepted solution]

I believe that's based on Contextual Search, which stores that type of information.

It uses these tables to store the information:

• Relevant Document Detail [cxs_rel_doc_detail]
• Relevant Document [cxs_relevant_doc]

Official doco can be found here: https://docs.servicenow.com/en-US/bundle/vancouver-platform-administration/page/administer/contextua...