How to configure Live Agent chat search results?

asrsharma07
Tera Contributor

‎03-05-2024 08:11 AM

Hi Developers,

How to display only specific knowledge articles in the Service Operation workspace Agent chat? For example, there are three categories: Software, Hardware, and Network. Now, agents should only be able to search for knowledge articles in the Software category. Please refer to the screenshot below for reference.

 

live-agent-sow.png

 

Thanks

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Community Alums
Not applicable

‎03-05-2024 08:18 AM

Hi @asrsharma07 ,

Please refer to this solution : https://www.servicenow.com/community/virtual-agent-forum/how-to-show-particular-kb-articles-in-live-...

 

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