Set up Agent Assist to give agents automatic search results that show possible solutions for records they open. Agent Assist is pre-configured to search Incident, Problem, Change, Knowledge, and Case tables for solutions. You can set up Agent Assist to search additional information sources.

1. (Optional) Modify the information sources Agent Assist can search.
   Agent Assist has default information sources it searches. You can modify those sources by defining new search contexts.
2. Navigate to Contextual Search > Table Configuration and click New.
3. In the form, fill in the fields.

   Table 1. Table Configuration form

   Field	Description
   Table	Name of the table name associated with this Agent Assist, for example, Incident [incident].
   UI type	Select Workspace.
   Search context	Click the Lookup icon () and select a search context. Search contexts are the groups of Searchers used as information sources for Agent Assist searches. Searchers are information sources, such as Knowledge, Catalog, and Pinned. If you associate more than one Agent Assist to one table, the search contexts must be different. For more information, see Contextual Search > Search Contexts, or Define a search context.
   Title	Title that appears at the top of Agent Assist. The default is Agent Assist.
   Enable related search box	Toggle that shows or hides the search box in Agent Assist. Agents use this box to enter new search terms to find solutions. Otherwise, the agent would have to change the text in the field Agent Assist bases its search on, for example, Short Description. This field is read-only when the UI type is Workspace.
   Show searcher first	Toggle to display searcher resources before additional resources in the search context. In general, select this check box. Searcher resources are information sources, such as Knowledge Base articles and catalog items. Additional resources are tables that you give agents access to in order to resolve problems, such as closed incidents, resolved problems, and employee records.
   Application	Application that this component applies to. Global means that the component applies to all applications. This field is read-only.
   Limit	Maximum number of search results returned.
   Results per page	Number of results to display per page.
   Allow search with empty search text	Toggle to specify whether the search runs when there is no search text. There is no search text when there is no Search Field specified or there is a Search Field specified but it is empty. You might, for example, want the search field inAgent Assist to be empty so that an agent can enter an employee's name to display their records. To look up employee records, it wouldn't make sense to run a sample search on an arbitrary employee. Search Field is the field in the open record Agent Assist uses as search criteria. The default is Short description. You configure this value in the following steps.
   When to display	Conditions that must be satisfied for Agent Assist to appear. For example, set [Active] [is] [true] to make Agent Assist appear only when the open record is active.
   Search as	Enables agent to search based on the value of a field in the open record, for example, Caller. Use this when an agent fills out forms on behalf of a customer. On the tab, select Enable search as. In the Search as field list, select the field in the open record to use as the person doing the search.

4. Right-click the top banner and click Save.
   The Search Fields, Filter Configurations, Email Configurations, and Search Action Configurations related lists appear.
5. (Optional) On the Search Fields tab, click New to make Agent Assist search on a field different from the default, Short description.
6. (Optional) On the Filter Configurations tab, click New to create conditions that statically or dynamically change the search results that appear in Agent Assist.
   An example of a static condition is setting the condition for the Category field to equal Software. In this case, for all search results returned, Agent Assist only shows the ones where the Category field is Software.

   

   You can also create dynamic filters, which are filters based on fields in the form pane. For example, only show knowledge articles that have the same category as the current incident. If an agent changes the value of a dynamic field in the form pane, Agent Assist automatically does another search based on the updated value.
   1. On the Filter Configurations tab, click New.
   2. In Resource configuration, click the search icon () and select the source of information you want to use in Agent Assist searches.
   3. Click Submit.
      The Filter Configurations tab appears again with the name of the source of information you selected to put conditions on.
   4. Click the name of the source of information.
      The Filter Configuration form appears.
   5. In the Filter Conditions Related Links, click New.
   6. On the form, fill in the fields.

      Table 2. Filter Condition

      Field	Description
      Short description	Short description of this conditional filter.
      Compare	Select what is being compared between the Field to compare and Compare to fields.
      Include if blank	Toggle that includes (check box selected) search results if a record's field value specified in Field to compare or Compare to is empty. For example, if the condition is to only show a record if the Category value is Software, if a record in a search result has no value for Category, this toggle specifies whether or not to include the search result.
      Field to compare	A field in the Query table you want to use as a filtering condition. For example, you might want to compare the field value for Category in all of the search results against some field in the open record, which is defined in Compare to. The Query table is the table of search results.
      Operator	Relationship between Field to compare and Compare to that triggers the condition. For example, if you use equals (=), Agent Assist only shows search results when the Field to compare, for example, Category, equals the value in the Category field in the open record. If the Category in the open field is Software, only search results that have the Category value Software appear in Agent Assist.
      Compare to	A field in the Current form you want to filter by. For example, if you use Category, only search results that have the same Category value as in the open record appear in Agent Assist. If an agent revises the value in this field, Agent Assist automatically performs a new search based on the updated value in this field.
      Active	Toggle to turn on (selected) or off this filter condition.

   7. (Optional) If the filter conditions in the previous step were insufficient to create the filter you want, write a script that selectively hides Agent Assist search results. Select the Scripted filter check box and enter a script in the Script field.
      For example, to only show incidents where the Category is Software, use the static filter:

      (function(current, query_table){
                      /**
                      * current: A GlideRecord representing the Form or Record producer.
                      * query_table: The table to apply the filter on.
                      */
                     
                      query_table.addActiveQuery();
                      query_table.addQuery('category','software');
                     
                      // Return the encoded query
                      return query_table.getEncodedQuery();
      })(current, query_table);

      To make the filter dynamic, use getValue() in a similar script:

      (function(current, query_table){
                      /**
                      * current: A GlideRecord representing the Form or Record producer.
                      * query_table: The table to apply the filter on.
                      */
                     
                      query_table.addActiveQuery();
                      query_table.addQuery('category',current.getValue('category'));
                     
                      // Return the encoded query
                      return query_table.getEncodedQuery();
      })(current, query_table);

      The method only shows search results where the Category field value is the same as the one in the open record. So, if the agent changes the field value, Agent Assist automatically performs a new search using the updated field value. In this case, the condition is not based on a single (static) Category value.

7. (Optional) On the Email Configurations tab, select New to send a pre-written email notification, such as incident closed, to a user named in a record field, such as Assigned to.
8. (Optional) On the Search Action Configurations tab, you can see the actions an agent can take with the search result, for example, Attach, Flag, Full View, and Helpful.
9. Click Update.
10. (Optional) Set up Predictive Intelligence.
    Predictive Intelligence is an add-on subscription that provides highly accurate solution recommendations automatically.
11. (Optional) Set up more than one Agent Assist for a table.