question Re: Agent Assist Search Context Modification in CSM Workspace in CSM forum

Agent Assist Search Context Modification in CSM Workspace

Sanjay34 — Mon, 15 Jan 2024 10:18:55 GMT

I have requirement to modify the search context for the Agent assist for Incident table. I was able to successfully configure the Agent Assist in Configurable workspace. Now I need to modify the search context like need to remove Open Changes from the list. Please help me to resolve the issue.

Re: Agent Assist Search Context Modification in CSM Workspace

Community Alums — Mon, 15 Jan 2024 10:29:36 GMT

Hi @Sanjay34 ,

Agent Assist works in a similar way, how the Contextual Search works in native UI.

The following steps will show how to set the default search context.

Navigate to Contextual Search > Table Configuration.
Open the configuration for the specific table, defined for Workspace.
Validate the Search Fields related list to check, short_desciption is defined as the field.
Click the Search context reference field, and open the record.
Click the Searcher reference field, and validate the tables are included.
Navigate to Additional Resource Configurations related list.
Validate if the resources are active.
Validate if the Default search is set to true for any of the configurations. (This is where the agent assist will not show the correct search results)
Now go the Search context record that was opened in Step 4.
Click on 'Set As Default' UI Action.
Now go to the additional resource configuration tab, and select the entry that you want to be the default search.
Click on the Description hyperlink, and open the record.
Click on 'Set As Default' UI Action here as well.
Under the Additional Resource Configurations related list, click on the Search resource configuration hyperlink for the same record, and validate the filter conditions used.

Now go back to Workspace, and create a new Incident.

Re: Agent Assist Search Context Modification in CSM Workspace

Sanjay34 — Mon, 15 Jan 2024 12:19:31 GMT

This solution is working only for Agent workspace and not working for Configurable workspace that is created using UI Builder.

Re: Agent Assist Search Context Modification in CSM Workspace

e__nkollipara — Thu, 02 May 2024 14:24:58 GMT

Hi @Sanjay I'm facing the same issue. Did you find a solution for this? Please advise.