'Search As' for AI Search in SOW

[Brian Lancaster]

I'm tracking the training "Service Operations Workspace (SOW) Implementation Bootcamp". In one of the LABs you are to enable Search As with the follow instructions.

1. Navigate to All > Contextual Search > Table Configuration.
2. Select Agent Assist [interaction].
3. Under Search as tab, Check 'Enable search as' checkbox.
4. Form Search as field dropdown, select Opened for.
5. Save.

Then to validate they have you impersonate Beth Anglin and create an incident with specific short description. Then click agent assist and there should be a toggle to enable Search as Opened for. That is not showing for me. I have tried this in my PDI as well. Are there missing steps? Below is a screenshot of what they say should be showing.

[Brian Lancaster · Accepted solution]

After getting a response from Now Learning seems I was supposed to create an interaction not an incident. Thankfully we can also enable this for incident following the same instructions but clicking on incident contextual search for SOW and setting the search as to caller. We are not planning on use interactions as it was not extended from the task table so the field Time Worked and its functionality are not available. 

[Nikhil Bajaj9]

Hi @Brian Lancaster .

I enabled it for Incident as well. After enabling it was not reflecting for existing incident, then i created new Interation and incident from that interaction and it is displaying now:- 

Adding screenshot so that it can be helpful for others too.

Regards,

Nikhil Bajaj

[Brian Lancaster]

Not sure why it did that for you but as soon as I enabled search on the correct incident record it worked fine on both existing and new incidents.