How to set the default search scope of "agent assist" in Service Operations Workspace to incident?

[Lisa71]

How to set the default search scope of "agent assist" in Service Operations Workspace to incident instead of "knowledge articles"? 

[Community Alums · Accepted solution]

Hi @Lisa71 ,

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

1. Navigate to Contextual Search > Table Configuration.
2. Open the configuration for the specific table, defined for Workspace.
3. Validate the Search Fields related list to check, short_desciption is defined as the field.
4. Click the Search context reference field, and open the record.
5. Click the Searcher reference field, and validate the tables are included.
6. Navigate to Additional Resource Configurations related list.
7. Validate if the resources are active.
8. 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)
9. Now go the Search context record that was opened in Step 4.
10. Click on 'Set As Default' UI Action.
11. Now go to the additional resource configuration tab, and select the entry that you want to be the default search.
12. Click on the Description hyperlink, and open the record.
13. Click on 'Set As Default' UI Action here as well.
14. Under the Additional Resource Configurations related list, click on the Search resource configuration hyperlink for the same record, and validate the filter conditions used.

[Lisa71]

Thank you Sandeep for the clear guidance, it works great! A further question, we only want to update the search scope for a special group of users, do you know whether it's possible? thanks.