how to use contextual search in virtual agent . Trying to build a faq bot - adding 5 faqs and that should reflect in virtual agent

V_5 · ‎08-19-2020

1)Trying to add 5 FAQS in knowledge base

2)That should reflect in service now virtual agent

3)Tried with contextual search.But couldnt progress

pls suggest the right way to proceed

Muralidharan BS · ‎08-19-2020

Glad, above is just one way of doing. And yes there is NLU which is more efficient in understanding the query.

You can refer how to setup NLU etc here - https://docs.servicenow.com/bundle/orlando-performance-analytics-and-reporting/page/administer/virtu...

If this thread answered your query, kindly close this by marking the correct answer.

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Muralidharan BS · ‎08-19-2020

Hi There,

If you activate the ITSM Virtual agent plugin then there is topic block installed with it, it is called contexual search.

It takes two inputs - sys id of the search context and the query you type.

Based on the search context and query, it gives back the result.

Thanks

V_5 · ‎08-19-2020

what is that search context and query ..? From where it should be taken . Could you help with an example

V_5 · ‎08-19-2020

Tried with all possible combinations- not getting the right one ,Like what is sys id .,,where i have to add my faqs

Muralidharan BS · ‎08-19-2020

Go to contextual search > search contexts - you will see lot of OOB contexts, you can use anyone based on the need, copy the sysid. only knowledge or catalog and knowledge etc.

Go to the topic and add the contextual seach like below. YOu will be prompted with these info. paste the sysid you copied above and for the query link it to what user requested.