After enabling virtual agent, a new search application is created automatically as the default one

[Lisa71]

After enabling Now Assist virtual agent, a new search application is created automatically as the default one, with the default search profile and search sources.

So the existing search source for catalog item and KB has been changed, and the search sources associated search result action config is missing, which caused we can't open catalog item or KB in the search result.

The error for opening the KB article from search result is "record not found", the error for opening catalog item is that the view is form view instead of the expected catalog item view. 

Why this happened? Why we have to manually add search result action config for the auto created search sources/applications to make it work as before enabling virtual agent? We don't want to create new search application/search sources for the employee center portal AI search. 

[prerna_sh]

Hi @Lisa71 ,

Please check out these articles:
Assign search sources to a chat assistant

Now Assist in AI Search FAQ 

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If my response solves your query, please mark helpful by selecting accept as Solution and Helpful. Let me know if anything else is required.
Thanks,
Prerna

[Lisa71]

Thank you. 

After clicking "copy the search config", then how about the original search sources for employee enter? I see those are still active, will the original set of search sources will be used anywhere? How to manage and maintain both set of search sources? (the original set and newly created set for VA)

Also, what I don’t’ understand, before I copied the search config, the employee center AI search doesn’t work for catalog item and KB, but if I navigate the same KB article from within virtual agent, it did open successfully. Don’t employee center portal and virtual agent use the same AI search application? Why employee center can’t open KB article from search, but virtual agent can? Thanks.

[prerna_sh]

Hi @Lisa71 ,
The original search sources can still be used. When you copy a search configuration in ServiceNow AI Search, it creates a new, separate configuration with its own set of search sources. The original configuration usually continues to be used by Employee Center, while the copied configuration can be used by Virtual Agent.

Regarding the KB behavior: although both Employee Center and Virtual Agent use AI Search, they might be using different search configurations or result actions. Because of this, a KB article may open correctly in Virtual Agent but not from the Employee Center search results.

-------------------------------------------------------------------------------------------------------------------------------------------
If my response solves your query, please mark helpful by selecting accept as Solution and Helpful. Let me know if anything else is required.
Thanks,
Prerna

[prerna_sh]

Check out this
Changing the AI Search navigation on Employee Center [How-To] 
Configure the Experiences in AI Search 

These above links might helpful 🙂