Knowledge Articles are not showing up on Agent Assist for HR Agent Workspace

[Shraddha Kadam]

Hello All,

On HR Agent Workspace the knowledge articles are not showing up on Agent Assist. Can anyone please let me know why this is happening ? For your reference, Please find below image :

Highly Appreciate your help !!

Thank you.

[Community Alums]

Hi @Shraddha Kadam ,

You will need to make sure if information sources are correctly setup.

These information sources are grouped as follows:

• Searchers— Catalog, Knowledge base, Pinned, and discussions. You cannot add to these. You can see the full list by navigating to Contextual Search > Searchers.
• Additional Resources—Tables that can be queried. You cannot add to these. You can see the full list by navigating to Contextual Search > Additional Resources.
• Search contexts—Combines Searchers and Additional Resources as a single information source to search.

HOW?

1. Navigate to Contextual Search > Search Contexts and click New.
2. On the form, fill in the fields.

   Field	Description
   Name	Search Context name.
   Short description	Describes this Search Context.
   Searcher	Group of Searchers to use as source material for searches.
   Searcher text	Label for search results
   Application	Application that this component applies to. Global means that the component applies to all applications.
   Active	Toggle to make this Search Context active.
   Enable wildcard searches	Toggle to make the regex asterisk (*) valid. * can represent any alphanumeric character in a search term. The recommendation is to enable this option.
   Search on tab	Field that is not used by Agent assist in workspace.

3. Right-click the top banner and select Save.
4. On the Additional Resource Configurations tab, click Edit.
5. In the slushbucket, select items in the Collection column and use the arrowheads to move them to the Additional Resource Configurations List column to add the items as a source of information for Agent assist to search.
6. Click Save.
7. (Optional) On the Record Producer Configurations tab, click New to add Record Producers to the resources that Agent assist searches.

   A Record Producer is a type of catalog item that enables end users to request a task, such as Reboot Windows Server, Password reset, or Replace printer toner. A Record Producer produces a record, for example, a case that embodies the task.

   1. On the Record Producer Configuration form, select the Record Producer to add to the search resources and click Submit.
      For information about creating a Record Producer, see Create a record producer.
8. (Optional) On the Table Configurations tab, click New to add tables for Agent assist to search.

   On the Table Configuration form, select the table to add as a search resource, and optionally, conditions that prevent using this additional resource. For help filling out the form, see this step in Set up Agent assist.

   Check your "Searcher" field if HR knowledge base is present/setup.

   Mark my answer correct & Helpful, if Applicable.

   Thanks,

   Sandeep

[Community Alums]

Also, refer to this srticle :https://community.servicenow.com/community?id=community_blog&sys_id=9193e6ccdbdf84104819fb2439961967

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Shraddha Kadam]

Thank you for your reply, Sandeep.

I have gone through this information. But it's still not working for me. The articles are not visible for me.

Thank you.

[Susan Britt]

Hi @Shraddha Kadam - Have you completed the "Search" tasks in the HR Agent Workspace Guided Setup?