After marking a KB article helpful from the VA (Virtual Agent) conversation, the respective KB (Knowledge Base) number is not showing-up on the KB Breakdown widget in VA dashboard.
The kb breakdown widget is showing no results at all.
I found a solution on community, suggesting: "In the Deflection utility block, for the KB Breakdown widget to be populated, you needed to ensure that you are using the 'kb_knowledge' table. After doing so, I was able to see the breakdown under the ITSM VA VA Default deflection configuration."
We don't have a separate topic flow for kb articles search, we are leveraging ai search, nlu for that.
Does it mean we need to add deflection topic block in our ai search search flow?
