Virtual Agent knowledge is not working

[Ricardo Sanche3]

Whenever I attempt to search within the Virtual Agent for a knowledge article or input the article's name, it doesn't display the expected results. Instead, it shows something unrelated. I've been trying to locate the "search knowledge base" Topic, but it's not available in my designer interface. Consequently, I'm uncertain about what's happening here.

Version: Utah

[Tricia Cornish]

@Ricardo Sanche3 
Knowledge search results are based on configuration in the topic block of Search - either Contextual Search or AI Search. I believe the delivered topic block is a generic demo data contextual id (which may not exist in your subprod instance). 
Knowledge searches occur in Fallback. There are 2 options: AI Search- Fallback (if AI Search is activated on your instance) or Fallback. (There is a delivered topic to use search as part of fallback). 
Is AI search active in your instance? (menu navigator: AI Search > AI Search Status) If so, the topic AI Search-Fallback is now enabled in your VA. 
To check your VA conversational experience, go to Conversational Interfaces > Home > Settings> Virtual Agent> Custom Greetings and Setup: https://docs.servicenow.com/bundle/utah-servicenow-platform/page/administer/virtual-agent/task/confi...
The two topics you're looking for are AI Search-Fallback and Fallback. 

In my example, AI Search fallback is blank (so will not run), but Fallback is populated with a topic that will perform a Search first. If you have not yet enabled AI Search (or enabled it later but not for VA) then this  configuration will be useful. The Zing Contextual Search is still available and is part of the Search Fallback topic. In this "Search Fallback Topic." you'll wan to duplicate this set up topic and verify your Zing contextual search settings.

In the Contextual Search topic block, you'll call the Search ID. More information about the search ID is here: https://docs.servicenow.com/bundle/utah-platform-administration/page/administer/contextual-search/co...

If you only see Fallback Topic. (like this example) , then search is not enabled - and you're not searching your KB at all. 

Hope that helps get you started - post your progress! 

[Nico12]

Hi,

It seems i can't see the ""Search Fallback Topic." in the Setup topic tab. I only sse the "Fallback Topic".

How to enable "Search Fallback Topic." ? 

Regards,

[Tricia Cornish]

Hi @Nico12 

"Search Fallback Topic." is the name of the setup topic. It's ok if you don't have it - it could've been re-named or deleted, it's just a topic that has a search component in it (could've been Zing or AI Search); in your instance, it could be named something else. It's more important to understand the relationship of setup topics in the column on the left: 'AI Search Fallback' and 'Fallback'.  The column on the right are examples of my topics by name (or lack of) in this conversational experience. In my example, I do not identify an topic for 'AI Search Fallback'. 

Hope that helps, 

Tricia