Need Help with Virtual Agent POC – Knowledge Articles and Incident Creation Flow

[JeevithaM]

Hi Community,

I'm currently working on a Proof of Concept (POC) for Virtual Agent.

My goal is to create a flow where, when a user types in an issue, the Virtual Agent automatically searches and retrieves relevant Knowledge Articles in the background and displays multiple article suggestions in the chat window.

If the user is not satisfied with the suggested articles, the flow should then allow them to submit an incident.

Has anyone implemented a similar use case or can guide me on how to configure this flow effectively? Any best practices or documentation references would be greatly appreciated.

Thanks in advance!

[RaghavSh]

@JeevithaM I have answered this here:

https://www.servicenow.com/community/virtual-agent-forum/filter-knowledge-search-in-virtual-agent-ba... 

This is a doable solution

[RaghavSh]

@JeevithaM Were you able to get this fixed?

Please mark the answer correct/helpful accordingly.

[JeevithaM]

We do not have any license for using AI search-related features in our instance.

To achieve my goal — automatically searching Knowledge Articles based on user input and offering incident creation if none are helpful — I have started creating a customized new topic called "Issue resolution via KB."

I sought help from ChatGPT and Co-pilot and followed the steps.
Please refer to the attachment.

I need to pass the KB article output to some node to display the article links. Co-pilot is suggesting the following steps:

Display Article Suggestions:
Use a Display Message or Card node to dynamically show the list of articles.

Example using a Dynamic Output Message:

Here are some articles that might help: 1. ${outputs.articles[0].title} 2. ${outputs.articles[1].title} ...

However, in my instance, I do not see any controls related to this.

How should I implement it? Please suggest some controls or nodes and share the scripts to display the KB articles in the chat window.