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    Home Orlando Now Platform Capabilities Now Platform capabilities Agent Workspace Setting up workspace Set up Record View in workspace Set up the Contextual Side panel in workspace Set up Agent Assist

    Set up Agent Assist

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    Set up Agent Assist

    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.

    Before you begin

    • Role required: workspace_admin
    • The ITSM plugin, com.snc.agent_workspace.itsm, must be activated on your instance.

    About this task

    Clicking the graduation cap icon (Agent Assist icon) in the Contextual Side panel makes Agent Assist appear. Agent Assist uses contextual search and, optionally, machine learning to surface recommendations based on Knowledge base articles, catalog items, as well as related incidents, cases, problems, and questions relevant to a record an agent is working on.

    When an agent opens a record, Agent Assist does an automatic search based on a field in the record, typically the short description field. Each search result appears in a card.

    agent assist card

    Search results typically return multiple cards. You configure the card content, which might be record fields or a custom message. You also configure the card's heading. To improve recommendations, set up Predictive Intelligence, which has a separate subscription fee.

    You set up Agent Assist for every table your agents can access. You can even set up more than one Agent Assist for each table. Each of those Agent Assists would search a different repository of information.

    For each Agent Assist, you specify the source of the information to search. A typical implementation just searches Knowledge Base articles, which includes community articles (once called Social Q&A). You can also search a service catalog if your agents order items to fulfill requests, for example, sending a keyboard to a requester. You can also use Additional Resources, which are tables your agents need to access, for example a table of incidents.

    Agent Assist, represented by the graduation cap icon (Agent Assist icon) in the Contextual Side panel, is the workspace version of Contextual Search. So, the set up for Agent Assist is almost identical to Contextual Search. To get set up information in addition to that provided in this topic, see Contextual search.

    Procedure

    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 (Lookup icon to select a search context) 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.

      Agent Assist title

      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.

      Filter Category 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 (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 Agent Assist cards.
    12. (Optional) Set up more than one Agent Assist for a table.

    What to do next

    Click a component to set it up.
    • Tabs
    • Notifications
    • Form Header
    • UI Actions
    • Ribbon
    • Related Items Menu
    • Form pane
    • Actions & Components
    • Activity Stream
    • Contextual Side Panel

    Record view

    • Set up Agent Assist information sources

      Set up the information sources Agent Assist searches to provide your agents with recommended solutions.

    • Set up Predictive Intelligence in Agent Assist

      Set up Predictive Intelligence to use machine language to research and create recommendations for issue resolutions automatically. Agent Assist works without Predictive Intelligence, which is an upgrade.

    • Configure Agent Assist cards

      Configure Agent Assist cards to customize information agents view at a glance.

    • Set up multiple Agent Assists

      Set up multiple Agent Assists per table so that your agents can use Agent Assist to search through different sources of information to find solutions related to records in the same table. For example, for records from the problem table, one Agent Assist might search through employee records, another Agent Assist might only search through Knowledge and the Service Catalog.

    • Personalize Agent Assist search results

      Base Agent Assist search results on a field in a record to return results for someone other than the agent.

    Tags:

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    Release version
    Choose your release version

      Set up Agent Assist

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Set up Agent Assist

      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.

      Before you begin

      • Role required: workspace_admin
      • The ITSM plugin, com.snc.agent_workspace.itsm, must be activated on your instance.

      About this task

      Clicking the graduation cap icon (Agent Assist icon) in the Contextual Side panel makes Agent Assist appear. Agent Assist uses contextual search and, optionally, machine learning to surface recommendations based on Knowledge base articles, catalog items, as well as related incidents, cases, problems, and questions relevant to a record an agent is working on.

      When an agent opens a record, Agent Assist does an automatic search based on a field in the record, typically the short description field. Each search result appears in a card.

      agent assist card

      Search results typically return multiple cards. You configure the card content, which might be record fields or a custom message. You also configure the card's heading. To improve recommendations, set up Predictive Intelligence, which has a separate subscription fee.

      You set up Agent Assist for every table your agents can access. You can even set up more than one Agent Assist for each table. Each of those Agent Assists would search a different repository of information.

      For each Agent Assist, you specify the source of the information to search. A typical implementation just searches Knowledge Base articles, which includes community articles (once called Social Q&A). You can also search a service catalog if your agents order items to fulfill requests, for example, sending a keyboard to a requester. You can also use Additional Resources, which are tables your agents need to access, for example a table of incidents.

      Agent Assist, represented by the graduation cap icon (Agent Assist icon) in the Contextual Side panel, is the workspace version of Contextual Search. So, the set up for Agent Assist is almost identical to Contextual Search. To get set up information in addition to that provided in this topic, see Contextual search.

      Procedure

      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 (Lookup icon to select a search context) 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.

        Agent Assist title

        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.

        Filter Category 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 (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 Agent Assist cards.
      12. (Optional) Set up more than one Agent Assist for a table.

      What to do next

      Click a component to set it up.
      • Tabs
      • Notifications
      • Form Header
      • UI Actions
      • Ribbon
      • Related Items Menu
      • Form pane
      • Actions & Components
      • Activity Stream
      • Contextual Side Panel

      Record view

      • Set up Agent Assist information sources

        Set up the information sources Agent Assist searches to provide your agents with recommended solutions.

      • Set up Predictive Intelligence in Agent Assist

        Set up Predictive Intelligence to use machine language to research and create recommendations for issue resolutions automatically. Agent Assist works without Predictive Intelligence, which is an upgrade.

      • Configure Agent Assist cards

        Configure Agent Assist cards to customize information agents view at a glance.

      • Set up multiple Agent Assists

        Set up multiple Agent Assists per table so that your agents can use Agent Assist to search through different sources of information to find solutions related to records in the same table. For example, for records from the problem table, one Agent Assist might search through employee records, another Agent Assist might only search through Knowledge and the Service Catalog.

      • Personalize Agent Assist search results

        Base Agent Assist search results on a field in a record to return results for someone other than the agent.

      Tags:

      Feedback

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