Hello, I've been trying to implement a filtered contextual search into my virtual agent responses. The contextual search is returning results but they do not appear to be filtering down as expected. Here's the steps I've completed from the documentation.
1. Set fallback search context id to sys_id of contextual search in Topic Block. This is returning results, so I can't think of a problem being here.
2. Configured Search Context with "Knowledge and KB"
3. Added Table Configuration for kb_knowledge. I wasn't sure here if with Virtual Agent the interface would be workspace or platform so I added one of each.
4. On Each Table Configuration I added a Filter Configuration for Resource Configuration "Knowledge Articles"
5. Added a scripted filter with the intent of only showing articles that match the specified sys_id.
Am I missing something here? I'm seeing results return that ignore the specified u_country queue...
In case anyone is trying to do the same thing, for filtering Knowledge results for Virtual Agent you can create an Encoded Query condition by opening the Search Context and:
- Under the Resource Configurations tab open record where name = "knowledge"
- Under the Search Resource Context Properties tab open the record where name = "Condition"
- Add your Encoded Query in the "Value" field
Unfortunately it doesn't look like the same is possible for filtering Catalog Items since it doesn't work with a "Condition" Context Property, only "Catalog Name". If anyone knows another one would love to hear it.
