How to get one particular Knowledge article within Virtual Agent ?

[Janardhanan1]

How to get one particular Knowledge article within Virtual Agent ( After user entered into a Topic )  For Example - User chatting for issue in Application , So user entered into that Topic , Now How do we get only one  or Two Knowledge Article to show in Virtual Agent for users to check

[Shawn4]

Another work around is to add the topic name to the meta data for the article you want to populate. If you are using utterances, you can also populate those utterances associated with that particular topic in the knowledge article you want to display in the search.

[Janardhanan1]

Hi Shawn, 

                I've added Topic name on the field Metadata , but how do i get only that particular knowledge article based on the metadata.

                How do i validate/pass metadata content into Virtual Agent so that only that particular Topic comes inside VA

[Shawn4]

Are you using the search knowledge script within your Topic Flow like the example OOB Topic Flows do? If so, you may need to tweak it some to use the right Knowledge Base and/or Context to get the right results. For example, our latest customer wanted VA to search Knowledge and provide the same results as if the user was searching directly within ESC. So our Search KB script in the Topic Flow is using the same 'Context' as used in the Knowledge Search Source defined on the ESC portal. You can also put in the kb script how many knowledge articles to display for the topic. I hope this helps

[Shawn4]

• In that Topic Flow, instead of even searching for KA since he knows which one KA he wants to display, he could use the "Link" bot response and add the one KA to display.  --> EASIEST
• If wanting to use KA search capability and not hard-code, AND the search script is within the individual Topic Flow (not a separate, called Topic), then he can set the search limit to 1 in this one Topic Flow and add the meta on the one KA to make sure it's returned 
• If using Script to set what knowledge should search on (i.e. set vaVars.keywords value and search based on that), he can hard-code the vaVars.keywords to the exact KA to search on
• Same condition as #3 above, but instead of setting what to search on, just hard-code the KA value to push out.

[Shawn4]

Sorry I meant to include in the first reply to you, I wanted to be sure  you saw these options....

• In that Topic Flow, instead of even searching for KA since he knows which one KA he wants to display, he could use the "Link" bot response and add the one KA to display.  --> EASIEST
• If wanting to use KA search capability and not hard-code, AND the search script is within the individual Topic Flow (not a separate, called Topic), then he can set the search limit to 1 in this one Topic Flow and add the meta on the one KA to make sure it's returned 
• If using Script to set what knowledge should search on (i.e. set vaVars.keywords value and search based on that), he can hard-code the vaVars.keywords to the exact KA to search on
• Same condition as #3 above, but instead of setting what to search on, just hard-code the KA value to push out.