How to remove all catalog items from Virtual Agent search. Only Knowledge articles must be visible.

[Abeer-khan]

Hello,

I'm trying to restrict all catalog items in Virtual Agent AI search, the criteria is only Knowledge articles must be visible. Is this possible? The default search application is Service Portal default tried to remove Catalog items from Search profile> Search sources and test it the Virtual Agent is still displaying Catalog Item's for user's query. Also tried to change the search application to Virtual Agent Default and removed Catalog Item's from its Search sources still the CI's are displayed. Is it due to the Virtual Agent designer flow using AI search fall back topic? Please advise. Thank you 

[jasmine santana]

Hello,

I have a similar requirement. Were you able to solve this?

Thanks,

JS

[Abeer-khan · Accepted solution]

Hello @jasmine santana,

Yes, I was able to resolve this. 

Please follow the below steps: 

1. From Filter Navigator> Search sources> Service Portal Catalogs. In that add filters like Category is not (names) AND catalog doesn't contain (names)/catalog is not (names) AND Name is not (names)  with all the possible categories, catalogs and names that you have. 

2. Look for topic which topics get triggered when your conversation is active in sys_cs_conversation.list 

3. In my case it was hitting search fallback topic and this is regular search (not AI search) and this had a contextual search topic block, in the input mapping context string (It contains sys_id of a record from the table cxs_context_config and this has catalog items in its searcher) In my case the name of the record for sys_id is "incident deflection". This can be found in cxs_context_config.list either you can change this to knowledge search in the virtual agent "designer", contextual search topic block - context string or you can modify it in the table "cxs_context_config" by changing the searcher to knowledge only. Instead of Knowledge, pinned knowledge and catalog. 

Hope this works. 

Best regards,

Abeer