SOW vs Agent Workspace Agent Assist in Interactions Screen

prakriti-arora
Tera Contributor

In Service Operations Workspace under agent assist, out-of-the-box interactions are limited to searching for knowledge articles, which is why there's no filter available.

 

However, in Agent Workspace, agents can search for both knowledge articles and catalog forms within the interaction screen.

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Why was this capability removed from the out-of-the-box version of SOW in ServiceNow?

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