Configure search resources for an interaction

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • You can configure additional search resources for an interaction to assist agents with quick resolution of the interaction.

    Before you begin

    Role required: itil or interaction_agent

    Procedure

    1. Navigate to All > Contextual Search > Search Contexts > Interaction (SOW).
    2. Edit the Search Context Interaction (SOW) record.
      1. Search for a resource or combination of resources in the Searcher field and select the search resource that you want to add.
      2. Update the Searcher text field with the name that you want to give to the search resource.
      3. Save or update the record.
      The newly added search resource is available to be selected from the search resource filter in the Agent Assist window.