Search particular knowledge base in chatbot using virtual agent topics

[Prarthana Patil]

Hi,

I created a topic (Search knowledge base) to be used in my chatbot. But it is showing all knowledge articles of all knowledege base of a particular domain.

I want to show knowledge article of a single knowledge base. Name of my knowledge base is self service.

Those articles which are visible in portal for end users, only those articles should be visible in chatbot.

Thanks in Advance.

[Mark Roethof]

Okay, so did you try setting up a new Search Context?
In the Search Contexts table [cxs_context_config]

The sys_id of the new record, should be used within your Contextual Search step in the Virtual Agent topic.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[Prarthana Patil]

Hi Mark,

I don't want change anything in "ITSM VA knowledge search" because other clients are also using the same. So i tried to create my own search contexts, but their is no option of creating or selecting resource configuration.

Thanks,

Prarthana

[Grant Rowh]

Thank you. This fixed a similar issue for me. However I'm struggling to understand the difference between this "resource" configuration and "search sources" where I've already filtered the results to 1 knowledge base.

[Tejaswini9]

Hi,

Did u get the solution for this, Please help me.

[Prasand]

Hi Prarthana, If you have connected Workativ Assistant with Servicenow, you can create conversational ai chatbot in 10mns and deploy it in business chat channel. This chatbot has workflow automation features which auto-resolve helpdesk queries.