How to use predictive intelligence and agent assistant

[americo]

Hi yall

I have set up predictive intelligence for a custom table and trained the solution which works now. However, I want to be able to use this in Agent Workspace and I'm not able to show similar records from this custom table in agent assistant. I have set up all pre configuration like Agent assist recommendation, similarity analyzer trend, contextual search, table configuration, agent assist declarative actions, etc. One thing I noticed is that in the contextual search context that I created for custom table configuration I can add additional resources but I cannot create a custom one besides the ones that come out of the box like incident , problem, etc. Is there a way to configure this for a custom table? ServiceNow docs says that you cannot create custom additional search resources. Have you been able to use agent assist in agent workspace with predictive intelligence for a custom table other than incident to display records? Bottom line is that I want to use custom tables in agent workspace and can't get agent assistant to display matching records from a custom table.

[Lener Pacania1]

Currently you can't add custom solution definitions for use in agent assist drop down in agent workspace.  In New York you're limited to modifying the OOTB solution definitions that are used by agent assist.

[americo]

Thanks Lener, digging more I checked Orlando release notes and it has new things in Agent workspace but I couldn't find in the release notes if it is possible to use custom solution definitions. Is this also limited in Orlando?

[Laukik Udpikar]

Hi americo,

I'm currently stuck with the same problem, only in my case i need oob incident table. Did you find anything on this ?

Please Help.

Also check out my question below, I think you would've face similar issue, would love to get your brains on it.

https://community.servicenow.com/community?id=community_question&sys_id=017cd87edb5b8c50d58ea345ca96...

Thanks,

Laukik. 

[Laukik Udpikar]

Hi americo,

I'm trying to create the same thing, but with the incident table. I'm trying this thing for the first time,I've read the docs, I'd love your help in how should i go for this, if possible step by step.

Also, one more question : Can we use both classification and similarity solution at once ?

Please guide me through the details on how should i configure this solution and agent assist recommendation

Thanks,

Laukik.