Good Morning all, I was wondering if anyone is able to assist me with the below.
Currently, we are running the 'Lite' version of Virtual Agent within our instance, and we are facing a few issues. The main issue at the moment, is the Contextual Search feature. We have received multiple reports that in the past, we have queried VA, and one of the options displayed was 'Raise an Incident'. This was around a year or so ago.
Since then, we have run a couple enhancements through which has rectified numerous other issues, as we look to improve our customer EOA. However, we have noticed that VA now does not list the option to 'Raise an Incident' straight away. Now, the only way we can get this to display is by asking our VA to 'Show me Everything' which then gives us the option to raise an incident.
I am unsure how this could've been changed previously, because as far as I am aware, this is not configurable with the Lite version we currently have? I have searched through numerous forum pages and enhancement stories to no avail.
Any help would be greatly appreciated. Thank you!
