article or resolution suggestions not showing up in Now Assist

MubashshirM
Tera Contributor

I'm using Now Assist in Agent Workspace, but it’s not showing any article or resolution suggestions for incidents. What could be the reason?

1 ACCEPTED SOLUTION

garimakharb
Mega Guru

There could be several reasons for this issue:

  1. Now Assist might not be properly configured – make sure it's enabled and set up in your workspace settings.

  2. Lack of relevant data – if there aren’t enough similar incidents or published knowledge articles, AI suggestions may not appear.

  3. Permissions issue – the user may not have access to the suggested content like knowledge base articles.

  4. Wrong context – Now Assist works better when the incident has enough description or keywords for it to understand the issue.

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1 REPLY 1

garimakharb
Mega Guru

There could be several reasons for this issue:

  1. Now Assist might not be properly configured – make sure it's enabled and set up in your workspace settings.

  2. Lack of relevant data – if there aren’t enough similar incidents or published knowledge articles, AI suggestions may not appear.

  3. Permissions issue – the user may not have access to the suggested content like knowledge base articles.

  4. Wrong context – Now Assist works better when the incident has enough description or keywords for it to understand the issue.