Virtual Agent Knowlegde article issue

[ChittiS]

Hi Everyone,  I need help on a VA requirement.

We have 2 Service Portals one is related to IT & Other is HR.
Our requirement is Virtual Agent should search and return articles from both the IT KB & HR KB in one topci, and when the user clicks an article, it should open in the respective portal - HR Kb article on HR Portal & IT KB Artcile in IT Portal.

I checked the URL Navigation in Conversation Interfaces. My focus is on Default/Custom Mapping and Page URL pattern for Knowledge Links.
What I understant is :- URL Navigation maps links by table such as kb_knowledge and custom mapping can use a value like portal?id=kbarticle&sys_id={{data.sys_id}}. But since both HR and IT article are in the same knowledge table. I am not sure whethere table level mapping alone can route each article to a different portal.

Can anyone please guide me & help me understand what steps I have to take to complete this requirement.
Thanks

[Nilesh Pol]

@ChittiS Can you try: build the url before presenting the artical, instead of relying solely on URL Navigation, determine the correct portal URL in your topic based on the article's KB.

For example:

if (kbArticle.kb_knowledge_base == HR_KB_SYS_ID) {

    article_url = "/hrsp?id=kb_article_view&sysparm_article=" + kbArticle.number;

} else {

    article_url = "/sp?id=kb_article_view&sysparm_article=" + kbArticle.number;

}

Then pass that URL to the VA response.

This gives complete control over routing.

[ChittiS · Accepted solution]

Hello @Nilesh Pol ,
Thanks for the quick response, Can you please help me where Exactly I have to configure this?
Please guide me further, really appreciate your time & effort.
Thanks

[ChittiS]

Hello @Nilesh Pol ,

When you are saying  "presenting the artical, instead of relying solely on URL Navigation, determine the correct portal URL in your topic based on the article's KB"
Can you please help me how can I configure this?

tHANKS

[ChittiS]

Hello @Nilesh Pol ,
Good day!

Based on my understanding, we don't have topic configured for this case, we are using "Url Navigation" for this configuration i.e. sys_cs_portal_url_mapping which is also under Conversational Interferences->Settings.
Under that we have two separate Portals one is for IT related stuff and other is for HR.

These are the snips of configuration, we are unable to identify what configuration we have to do here so that it will act as Dynamically.

Please do check and let me know if we can do any configuration so that we can achieve this.

Thanks,
Satish