How can we search the catalog and an external source in virtual agent

[Dario Idrovo1]

Hello, 

We have an ask for the virtual agent to search through the HR Catalog as well as an external search source. Our client uses a third party knowledge system where they store all their knowledge articles. Today we have built an external search source in ServiceNow and we are calling this from the portal record, under the search sources tab. 

When an employee searches "pay issues" on the employee center, they will get results from the HR Catalog and also results from this external search source "Company Handbook"

We want the virtual agent to be able to also search through the HR Catalog and the Company Handbook (external source), but can't seem to find a way to make this work within the Virtual Agent, it is only displaying catalog items. 

[Sohail Khilji]

Hi @Dario Idrovo1 ,

Try the below logic, see if it helps

Duplicate Topic in Virtual Agent Designer "Search Knowledge Base".

Clone Search Context "Knowledge Search

  3. Go to Related list "Resource Configurations" open record created with name "Knowledge"

  4. In the Resource Configuration go to Related list you will find "Condition" record and set value 

Add SYSID of Knowledge Base as shown below

  5. Go to the topic which you cloned/ duplicated you will find Script Variable "search_context_sys_id" as shown below add SYS ID of Search Context which you created in Default value field.

[Dario Idrovo1]

I can't locate search KB in any of my instances, is contextual search the same?

[annmoleapen1]

Hi Dario,

Did you manage to find a solution for searching the external source for articles? Please can you help me if you did.

Thanks

Ann

[Danny Mortensen]

AI Search can be set up to search external content. This requires the External Content plugin but you'll need a subscription for that. You can use AI Search in Virtual Agent.
I found this that might help:
https://www.youtube.com/watch?v=inZKmgRv240