Clicking the graduation cap 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.

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 (
) 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.