Knowledge search in SOW (Service operations workspace) by agent where and how is it configured?

[Abeer-khan]

Hello,

I'm trying to find out where is the knowledge search configured in SOW for agents? In my current scenario it is using Zing search as default search application. I'm trying to add set of knowledge articles visible to agents using a custom field. I have few levels in the choice list of this custom field and I want option 1 and option 2 Knowledge articles visible. I have four options to choose from but visibility should be only for 2 options Knowledge Articles's only not all four.

I have also tried adding filter conditions in Search Application Configuration> Application Search Sources (related list)>Sources> "Knowledge", Search source Knowledge added the desired conditions to be visible. But it didn't work as expected. It is showing all the knowledge articles.

Enclosed herewith the screenshot. Please advise. Thank you.

[Abeer-khan · Accepted solution]

I figured this out. It's in All> Quick actions> Actions> Search for name as "search" we get the search KB article options for Collaboration Chat [sys_cs_collab_chat] and Interaction [interaction]. Here we will use Interaction [interaction] and within this related tabs select quick action parameter within that KB articles and update the query script as per the requirement and it works.