Finding solutions by using Agent assist
Summarize
Summary of Finding solutions by using Agent assist
Agent assist in ServiceNow helps you quickly find information to resolve issues by searching multiple information sources directly within the Contextual side panel. It automatically performs a search based on a configurable field value from the open record, typically the short description, providing relevant results as cards. This feature streamlines issue resolution by consolidating incident, problem, change, knowledge, case, and optionally service catalog data in one place.
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Key Features
- Multiple Search Engines: You can access more than one Agent assist search engine, each exploring different data sources indicated by distinct icons.
- Automatic and Manual Search: Searches run automatically based on the record’s field value but can be refined by entering new search terms.
- Search Filtering: Filter results by information source to narrow down the number of cards shown.
- Result Cards: Display key details such as article titles, last update dates, or problem links, enabling direct access to solutions.
- Interaction with Results: Select cards to view details, attach knowledge articles to communications, send links to requesters via the Compose editor, or order catalog items.
- Configurable Search Terms: Administrators can adjust which field triggers the search and enable searching without a default term, useful for broad data sets like employee records.
- Caller Field Impact: Changing fields such as Caller on the form pane can tailor search results to match the intended customer or employee context.
Practical Use and Benefits
Agent assist enhances agent productivity by providing quick access to relevant solutions and related records without leaving the incident or case record. By leveraging multiple data sources and customizable search parameters, agents can efficiently find and share precise information with requesters. It supports better case handling and faster resolution, improving overall service delivery.
For ServiceNow customers, this means less time spent searching disparate systems and more consistent communication through integrated tools like the Compose editor and direct catalog ordering from search results.
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 (
). 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.
- 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 (
) 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 (
) 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.
- If the card is an article, select it, then select the Attach link to send the article to the requester.
For more information, see Send an article to a requester.
- 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.
- 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 (
) in Agent assist.
No search term
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.