Add Knowledge Articles in VA chat

[TejasveeN]

How to add knowledge articles to VA chat in servicenow

[Community Alums]

Hi @TejasveeN 

Please let me know , if you want to add KB search into the virtual agent chat

[TejasveeN]

yes

[TejasveeN]

Yes

[Community Alums]

Hi @TejasveeN ,

Please find below steps:

1. Duplicate Topic in Virtual Agent Designer "Search Knowledge Base".
2. Clone Search Context "Knowledge Search" like below Image

  3. Go to Related list "Resource Configurations" open record created with name "Knowledge"

  4. In the Resource Configuration go to Related list you will find "Condition" record and set value 

Add SYSID of Knowledge Base as shown below

  5. Go to the topic which you cloned/ duplicated you will find Script Variable "search_context_sys_id"  as shown below add SYS ID of Search Context which you created in Default value field.

Then publish the above topic and test it if it works.

Please accept the solution if it works , mark helpful, if it helps.