What plugin do I have to install to get the Search knowledge base topic for the Virtual Agent?

[Simon311]

As per the Subject I am searching for the plugin for the search knowledge base topic for the virtual agent.

I hope you can help me.

Thank you for your help

[Community Alums · Accepted solution]

Hi @Simon311 ,

Out-of-the-box the ServiceNow conversation plugins for Virtual Agent come with loads of nice Topics. Most should be seen as Templates, though some could almost go 1on1 into your Production environment. One of those topics, "Search Knowledge Base".

Activate the above topic.

And if you want to search a specific knowledge article , then:

Can you try to below steps

1. Duplicate Topic in Virtual Agent Designer "Search Knowledge Base".
2. Clone Search Context "Knowledge Search" like below Image

  3. Go to Related list "Resource Configurations" open record created with name "Knowledge"

  4. In the Resource Configuration go to Related list you will find "Condition" record and set value 

Add SYSID of Knowledge Base as shown below

  5. Go to the topic which you cloned/ duplicated you will find Script Variable "search_context_sys_id"  as shown below add SYS ID of Search Context which you created in Default value field.

Also, Refer to these Articles :

https://www.servicenow.com/community/virtual-agent-nlu-articles/activating-virtual-agent/ta-p/230919...

https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/refer...