Use case: I want to activate Agent Assist in Agent Workspace to be visible on interaction record to be able to do knowledge search from interaction directly. Using knowledge from interaction is needed for agent to check if the interaction should be escalated to incident/request or perhaps it can be dealt directly.
What has been configured:
1. Declarative Action Assignment [sys_declarative_action_assignment]
Created a similar record that already existed for incident:
2. Table configuration [cxs_table_config]
Created a similar record that already existed for incident:
And the table configuration is active:
Problem:
Agent Assist is visible, but gives error "Invalid configuration, table configuration is inactive".
Why?
ANSWER:
Okay figured it out, on the "Declarative Action Assignment" there are attributes (below screenshot from OOB record pointing to incident). There is some client script logic how this gets set and it didn't get set when creating new record.
I copied these values manually to my new record and now Agent Assist works from interaction.
Sadly this is not well documented by ServiceNow.
I also want to add that I've seen an error with new instances (at least with my personal one) where the Action Attributes shows the incorrect name as "cxstableconfig"
It should not be in lowercase. It should read as "cxsTableConfig" as below. I was running around to see why I was still getting the error until I manually corrected this read only field value. I've already created a case to make sure this isn't a systemic bug.
