Contextual search in Virtual Agent

[Chris_Santana]

Hello all, 

I was wondering if someone could point me in the direction of some resources to learn more about creating a contextual search topic block please? 

I was trying to follow along with this video from the ServiceNOW Community channel (https://www.youtube.com/watch?v=ssLtKiVRVC0 @19:30) but the narrator does not show how to go through the flow for the contextual search thoroughly enough and does not actually explain how to set up the contextual search topic block. She selects it from the topic block drop down, and I do have one on my list but it was created by someone no longer on the team and I want to be sure it is set up correctly before using it in my Search Fallback Topic. I also want to make sure I have the flow options configured correctly. I am using San Diego. I want to set up my Virtual Agent using the flow she is describing and I am fairly new at working in this platform. We want to be able to have the user ask a question and have the bot return some options from a specific knowledge base and provide the option to request a live agent if there are no search results. We eventually want to integrate it into MS Teams. Any help would be greatly appreciated. 

Thanks in advance for your time and effort.  

[Community Alums · Accepted solution]

Hi @Chris_Santana,

Please refer the below article for your requirements 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0827162

Please mark my answer helpful and accept it as solution. 

Thanks 

Akash

[Chris_Santana]

Thank you so much Akash! I hope you have a great week!