Is it possible to use AI Search in Now Assist VA to search on Case table?

YogevA
Tera Contributor

3 hours ago

Hi,

I'm trying to understand whether my use case is supported by AI Search in Now Assist Virtual Agent.

My goal is to enable external portal users to search for Case records via the Virtual Agent using natural language.

Examples: Find case CSXXXXXXX, Search cases containing a specific keyword, Search cases by Context (semantic), Find a case related to Deal 1234512345 . Screenshot:

YogevA_4-1780865559498.png

 

 

 

My expectation is similar to the OOTB Knowledge Q&A experience:

YogevA_1-1780864723857.png

 


User enters free text in Virtual Agent -> AI Search searches indexed content -> Relevant synthesized results are returned to the user.
I configured:

  1. Indexed Source for my child's case table (with Semantic Configuration)
    YogevA_2-1780865027127.png

     

  2. Search Source 
  3. Connect it to Search Profile - "Now Assist in VA"

When using AI Search Preview to test, the search returns correct results. screenshot:

YogevA_3-1780865275876.png

 


It's important to note that I am trying to avoid AI Agents, Custom Skills, Custom Actions, and Agentic AI orchestration.


Before understanding the token consumption implications and the investment effort required for AI Agents, Skills, or custom Virtual Agent topics, I would like to understand whether AI Search is the correct solution for this use case.

My goal is to provide external users (customers) with a simple search experience for Case records, similar to how Knowledge articles can be surfaced through Virtual Agent.

 

  1. Is it supported to use AI Search in Now Assist VA to search and return records, except for Articles/Catalog?

    Is AI Search capable of returning search results directly to users?

  2. If this is supported, can someone point me to:

    Official documentation, Implementation guides, Training material, YouTube demos, Community articles
    showing this working with custom record tables (not Knowledge articles)?

  3. Is there a specific Virtual Agent component, topic block, search fallback configuration, or assistant configuration that must be implemented to surface AI Search results to users?

I would appreciate any examples, screenshots, implementation references, or working customer-facing use cases that demonstrate this pattern.


Thanks in advance,
Yogev

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