Virtual Agent Knowlegde article issue

ChittiS
Tera Expert

53m ago

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

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Nilesh Pol
Kilo Sage

44m ago - last edited 43m ago

@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.

 

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