KB articles display in Now Assist Virtual agent

harshapedda
Tera Contributor

3 hours ago

Hi,

we have enabled the Now Assist in Virtual agent in our instance. When I give the input something like create incident, Now assist is generating the below response and at the end some supposed relevant KB articles are given as links displayed as numbers(in the image attached). Is there any way we can display KB article names instead of those numbers as most end users tend to miss those?

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Tanushree Maiti
Giga Patron

2 hours ago

Hi @harshapedda 

 

Refer this Article : Knowledge Articles with Article Number - How to read the Docs - Virtual Agent - Part 1

Step by step instruction is given.

  1. Duplicate the Topic: Navigate to Virtual Agent Designer, locate the out-of-the-box topic (like Search Knowledge Base), and Duplicate it to create a custom version.
  2. Access the Output: Open your cloned topic flow and locate the bot response block usually titled Display KB(s).
  3. Edit the Script: Open the Link List Value Expression or Script Response Message for this response.
  4. Update mapping the articles extracts the .name instead of the .number property.

Also check: https://www.servicenow.com/community/now-assist-forum/configure-now-assist-virtual-agent-to-suggest-...

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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