Finding solutions using Agent assist
Summarize
Summary of Finding solutions using Agent assist
Agent assist is a search engine integrated within the Contextual side panel of ServiceNow that helps users quickly find information to resolve issues. It automatically searches relevant records based on specific fields, typically the short description of the record opened, and returns results as cards. Users can access multiple Agent assists, each configured to search different information sources.
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Key Features
- Automatic search based on record fields, configurable by system administrators.
- Returns search results as cards, displaying titles, updates, and links to articles or related records.
- Pre-configured to search Incident, Problem, Change, Knowledge, and Case tables, with the possibility for administrators to add more sources like the service catalog.
- Options to filter search results by information source and modify search terms for better results.
- Ability to directly send solutions or articles to requesters via the Compose editor.
- Search functionality can be enhanced by modifying field values in the form pane, allowing for personalized search results.
- Option for administrators to enable searches without specific search terms, retrieving all records from selected sources.
Key Outcomes
By utilizing Agent assist, ServiceNow customers can streamline their problem-solving processes, improve efficiency in finding relevant information, and enhance communication with requesters by easily sharing solutions or catalog items. This tool enables users to access a wide range of resources quickly and effectively, ultimately improving service delivery and resolution times.
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 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.
- 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.