How do I default knowledge articles in Agent Assist?

Pachee Yang
Tera Contributor

‎01-30-2023 05:45 PM

Hello, 

 

Currently, knowledge and catalog are default search result type in Agent Assist. 

I would like the search to default to only knowledge articles to eliminate the search results of the catalog items. Where would I go to change this default check to the one that I am needing? 

 

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Community Alums
Not applicable

‎01-31-2023 12:36 AM

Hi @Pachee Yang ,

 Please refer to this : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0813884

 

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Mohammad Amin
Mega Guru

‎01-31-2023 12:39 AM

Hi @Pachee Yang 

You can achieve this by Configuring the Search Context. In my example, I will show you how to configure the search context for the incident table, and If you have a different table then you can proceed similarly.

1. Navigate to Contextual Search > Table Configuration

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2. Then Open the Search Context associated with Table Configuration.

3. Modify the Searcher Default Search to " Knowledge Article" (OOTB it's Set to all)

MohammadAmin_1-1675154201848.png

 

This will change the default Search Resource to Knowledge Article in Knowledge Assist.

MohammadAmin_2-1675154299503.png

 

Please mark it as correct/helpful if it helped you.
Regards,

Mohammad Amin