---
sourceDocument: Xanadu ServiceNow AI Platform user interface
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/platform-user-interface

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu ServiceNow AI Platform user interface

ft:clusterId :

    - platux

bundleId :

    - platux

workflow :

    - Platform


---

# Finding solutions by using Agent assist

# Finding solutions by using Agent assist {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Find the information that you need to resolve issues by using the Agent assist search engine.

Agent assist appears in the Contextual side panel by default and when you select the graduation cap icon (![Agent Assist icon.]()). It's possible for you to have icons for more than one Agent assist search engines. If so, each one would search a different set of information sources.

When you open a record, Agent assist automatically does a search based on a field in the open record. The field value used for the search term is configurable by your administrator but it's typically the value for the record's short
description field.

The following example shows the search results for the short description "HDMI port is not working." The search results return as cards. In the following example, the card returned links to an article with the title "HDMI port is
not working on my PC" and that was search was last updated 14 days ago. In the following
example, you see two
different colored graduation caps, which means that the
Agent assist
search engines are
available.

The default number of search results is 10. If more than 10 results
are displayed, that number appears as
10+.

Agent assist is preconfigured to search the Incident, Problem, Change, Knowledge, and Case tables for solutions. Your administrator can configure Agent assist to search the additional information sources, such as the service catalog.  
You can use Agent assist in the following ways to find solutions to the record that you opened:

* Select a card to go to the search result. The search result might provide the answer you need, which you can then send to the requester by using the Compose editor in Activity stream.

* Enter a new search term in the search field next to the search icon (![Search icon.]()) to get different search results.

  If the search results that automatically
  appear don't show
  relevant results, enter a new search term
  to get better search results.
* Filter the search results.By default, Agent assist returns the search results from all of its information sources. You may get too many results though. To
  see the search results from a subset of those information sources,
  select the configuration icon (![Configuration icon.]()) and then select an information source.

* Send a solution to the requester by selecting a link in the card.The
  following example shows the
  Link to Problem link, that, when
  selected, adds the link to a similar problem in
  the Compose editor that you

  can then send to the requester. For more information, see [Compose editor](https://www.servicenow.com/docs/0sR3yLTV8ZtmetnPZwLQRw "You use Compose to communicate with requesters and to enter comments about the work that you do on issues that only fellow agents can read.").

* If the card is an article, select the card and then select the Attach link to send the article to the requester.

  For more information, see [Send an article to a requester](https://www.servicenow.com/docs/_8Uh2UyYA0MeOOSMhls3UQ "Use Agent Assist to send articles to requesters to solve their issues.").
* If the card links to an item in the service catalog, select the card to order the item.For more
  information, see [Order a catalog item for a requester](https://www.servicenow.com/docs/Y3f_V0LDzVMQkrOnNbbQ~Q "Order a catalog item for a requester from Agent Assist search results.").

* Select a different Agent assist icon and repeat the search.

  If you have more than one Agent assist
  search engine in the Contextual side panel, each one searches through a different set of information
  resources. Your administrator configures the icon to click for
  additional Agent assist search
  engines.
* If your administrator enables Search as on your instance, you can change the search results by changing the field values in the form pane.

  On the Details tab, you may be able to replace the value for Caller,
  to change the search results that are based
  on that value. For example, if you create cases on behalf of a
  customer or employee,
  when you enter a customer's identity in the
  Caller field in the form pane returns Agent assist search results, fsuch
  as 401k information, that match the customer instead of you.
* Place a catalog order by selecting a catalog item that is shown on a card.
* Add a knowledge article to the Compose editor by selecting the Attach icon (![Attach icon.]()) in Agent assist.
{#agent-assist__ul_wbb_b4t_hkb}

## No search term {#agent-assist__section_pnk_2qt_hkb}

Your administrator can configure Agent assist to conduct a search without using a search term. The search result is all the records from a particular
information source, such as employee records. You then can get the record of a particular employee by entering the employee's name in the search field.