Knowledge articles dosen't show up in Agent Assist

[Kashmira Surana]

Hello All,

I am unable to search knowledge articles via Agent Assist on HR Agent workspace and it displays no record matches found. I am unable to figure that Is there any something that needs to be configured? 

Please find the attached screenshot for your reference.

[Community Alums]

Hi @Kashmira Surana ,

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

[Kashmira Surana]

@Ankur Bawiskar Any thoughts on above scenario for HR Cases on HR Agent workspace(visibility for KB Articles in agent assist)?

[Sankar]

Type Contextual Search ->Search context

Open 'HR Knowledge Base Search' and go to resource configuration. Now open 'knowledge', and make sure it has conditions record in list and it's value(encoded query on kb_knowledge) is properly given. Sometime instead of kb_knowledge_base we have to pass kb_knowledge_base.sys_id so that system can fetch the related knowledge articles. 

[Astha5]

Very helpful, thank you Sankar. Please view the attached screenshot to see the actual place where you can update the Knowledge base that needs to be associated to Agent assist.