Set up Agent Assist
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- UpdatedAug 1, 2024
- 7 minutes to read
- Xanadu
- Navigation and UI
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, Outages, 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 (
) 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 assist 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.
Procedure
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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 , 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. - (Optional)
On the Filter Configurationstab, 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. Click the following link to create a dynamic filter.
What to do next
