Configure Now Assist Virtual Agent to suggest KArticles to users prior to creating an Incident

[Rizwan Shaikh]

Hi All,

I hope you're doing well.

I’m currently working on configuring Now Assist Virtual Agent in our ServiceNow instance. I would like to set it up so that when a user reports an issue — for example, “I am experiencing a printer malfunction” — the Virtual Agent first suggests relevant Knowledge Articles (with links) before proceeding to offer the option to create an incident.

Could anyone advise on how best to configure this functionality? Is there anything available out-of-the-box that supports this behavior?

Any guidance or leads would be greatly appreciated.

Thank you in advance!

[qprinsloo · Accepted solution]

Rizwan, can you confirm your search profile used in our Now Assist VA includes the knowledge articles and that the user criteria set on the article (or knowledge base) includes the user performing the search. You can use the AI Search preview to confirm that your search profile includes knowledge to rule this out. It seems from your screenshots you are using the 'Now Assist in Virtual Agent (default)' search profile. Check that first. 

[Rizwan Shaikh]

Hi @qprinsloo 

Thank you for your response. I can confirm that the search profile does include the Knowledge Source (KA's). But I did noticed that the Knowledge Articles had a specific role to read it. After updating the roles accordingly, I can now confirm that the Knowledge Articles are appearing correctly in the Now Assist Virtual Agent chat window.

I was being very silly — while testing AI Search, I was logged in as an Admin and could view the articles without any restrictions. However, I was testing Now Assist VA as an End User and didn’t initially consider that role-based access might be affecting visibility. 

Also, I would like to check is there any configuration that needs to be enabled for the sources to appear always?  Thanks!

[qprinsloo]

Rizwan, great! I'm glad it was something simple. Please consider accepting the answers provided since that solved the issue. As for the additional requirement to expand your sources, I am not aware of a way to accomplish that without needing to click on "Show sources" first.