Search Knowledge Base topic Not Available
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03-17-2025 07:49 PM
Good day fellow ServiceNow Enthusiasts
Our client is seeking assistance to setup their Virtual Agent Lite. Their requirement is that the chat bot should provide a KB Article being asked during the chat conversation. However upon checking the Search Knowledge Base topic is not available on their Virtual Agent Designer.
May we know if there are some plugins missing?
Thanks
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03-17-2025 08:25 PM
Hi @lopchris27 ,
"Search knowledge base" topic is not avialble , If you are using AI Search, you could use Topic Block "AI Search".
Instead of a dedicated topic, Virtual Agent Lite utilizes a "Search Fallback Topic" that leverages contextual search to find relevant knowledge articles and other information, according to ServiceNow documentation.
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03-19-2025 07:10 PM
Hi @Community Alums
Appreciate your response. Would you know how to make the "Search Knowledge Base" topic available in our client instance. What subscription should they get? or What plugin to install?
Thank you
