Missing the search resource of custom agent assist in Workspace after Yokohama upgrade

[dokhiem_nguyen]

Hi @Everyone,

I have an issue on SOW that needs for help: In Service Operations Workspace, we built a custom agent assist for INC form that provide knowledge articles only for agent to refer and resolve the INC ticket. 

Before Yokohama upgrade (Washington), the search resource menu in custom agent assist has 3 options: <agent assist name>, Knowledge Article, and Similar knowledge article

In Washington instance

After Yokohama upgrade OR migrating update set from Washington instance to Yokohama instance, the search resource menu of custom agent assist now has only 2 options left: Knowledge Article and Similar knowledge article. 

In Yokohama instance:

Has anyone experienced this issue below? If yes, please let me know whether it is a new change of SOW in Yokohama or any configurations that caused this issue and solution for tackling it. Thank you very much!

[Community Alums]

Hi @dokhiem_nguyen ,

It's because of the upgrade , you don't see those resources. Please check my SOW, which is in Yokohama and i can see all those resources . To fix it,  you can configure it using Contextual Search > Search Contexts.

Basically, Agent assist comes with default information sources it searches. You might change the information sources to provide more relevant information. Some of the resources Agent assist can search include:

• Knowledge base
• Service catalogs
• Tables
• Record producers

These information sources are grouped as follows:

• Searchers— Catalog, Knowledge base, Pinned, and discussions. You cannot add to these. You can see the full list by navigating to Contextual Search > Searchers.
• Additional Resources—Tables that can be queried. You cannot add to these. You can see the full list by navigating to Contextual Search > Additional Resources.
• Search contexts—Combines Searchers and Additional Resources as a single information source to search.

[dokhiem_nguyen]

Hi @Community Alums , CC: Everyone

Thanks for your response.

I have checked in search context but they just include only two resources for custom agent assist "Custom KBA". And I migrated it to Yokohama PDI via update set. So when checking it in SOW, it does produce the different results between two instances as I mentioned above in the initial post.

From my side, I created a custom agent assist which is to suggest knowledge article only for agents to work on the INC.

Here is the search context config

So, are there any possible approaches to tackle the missing on 1st search resource in custom agent assist?

[Community Alums]

HI @dokhiem_nguyen ,

In that case, you need to check the update set properly, if all got captured or not.

[dokhiem_nguyen]

Hi @Community Alums ,

Yes, I checked them and confirmed that all things got captured in the update set. I even tried  migrating update set to another Washington PDI and it works fine.