Agent assist is a search engine that helps you find the information you
need to resolve issues.
Agent assist appears in the Contextual side panel by default and when you
click the graduation cap icon (
). It's possible for you to have icons for more than one Agent assist.
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
system administrator but it's typically the value for the record's short description field.
The following figure shows the search results for the short description, "HDMI port is not
working." 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 updated 14 days
ago. The following figure also shows there are two different Agent assists
available using the differently-colored graduation caps.
The default number of search results is 10. If there are more than 10 results, the number
appears as 10+.
Agent assist is pre-configured to search the Incident, Problem, Change,
Knowledge, and Case tables for solutions. Your system administrator can configure Agent assist to search additional information sources, such as the service
catalog.
You can use
Agent assist in the following ways to find solutions to the record
you opened:
- Click 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 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 automatically displayed
don't show appropriate results, enter a new search term to get better search
results.
- Filter the search results.
By default, Agent assist returns search
results from all of its information sources. You may get too many results. To see the
search results from a subset of those information sources, click the configuration icon
(
) and then click an information source.
- Send a solution to the requester by clicking a link in the card.
The following example
shows a link, Link to Problem, that, when clicked, adds the link
to a similar problem in the Compose
editor that you can then send to the requester.
- If the card is an article, click the card and then 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, click the card to order the
item.
For more information, see Order a catalog item for a
requester.
- Click a different Agent assist icon and repeat the search.
If you have
more than one Agent assist in the Contextual side panel, each one
searches through a different set of information resources. Your system administrator
configures the icon to click for additional Agent assists.
- If your system administrator enables Search as on your instance,
you can change search results by changing field values in the form pane.
On the
Details tab, you may be able to replace the value for
Caller, for example, to change the search results based on that
value. For example, if you create cases on behalf of customers or employees, entering a
customer's identity in the Caller field in the form pane returns
Agent assist search results, for example 401k information, that match
the customer instead of the you.
- Place a catalog order by clicking a catalog item shown on a card.
- Add a knowledge article to the Compose editor by clicking the
Attach icon (
) in Agent assist.
No search term
Your system administrator can configure Agent assist to conduct a search
without using a search term. The search result is all 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.
