Setup Agent Assist Configuration for Interaction records

Paris & Quebec releases

The reason for this workaround document is to provide the capability to view and attach KB Articles from within Agent Chat.

Agent Chat is a successor to Connect Chat/Connect Support, and new chat feature compatible with HR Agent Workspace. Agent Chat utilizes Advanced Work Assignment (AWA) routing rules to direct chats directly to available Agents.

Please follow the 4 steps below that will walk you through the configuration and setup, and provide a recommended action path for HR Agents to utilize KB Articles while working from within Agent Chat on Interaction records.

STEP 1: Create a new record in the table cxs_table_config for setting up a search context for interaction table in HR Knowledge Base.

a. You can search by typing in cxs_table_config.list or Contextual Search > Table Configuration into the filter navigator.

b. Click New.

c. Make sure you are in the Human Resources: Workspace scope.

Key fields to be filled in :

• Table: Interaction
• UI type: Workspace
• Search Context: HR Knowledge Base Search
• Title: Related Search Results
• Enable Search as: True
• Search as field: Opened for (or the persona you wish to display)

d. Copy the sys_id from your newly created record.

STEP 2: Go to Contextual Side Panel from the filter navigator and create a new Action record.

a. You can search by typing in sys_declarative_action_assignment.list or Contextual Side Panel into the filter navigator.

b. Make sure you are in the Human Resources: Workspace scope.

Key fields to be filled in:

• Here we link the record for cxs_table_config, created in Step 1, by passing the sys_id of that record in the field Component Attributes for property ‘cxsTableConfig’.

• You can click New, however a shorter way to do this is to do an insert and stay on the already existing Agent Assist Action provided OOB for table sn_hr_core_case, and make following changes:

• Table: Interaction
• Component Attributes > cxsTableConfig: sys id of the new record created in Step 1.
• Order: 100
• Conditions > Record Conditions > Active is true

You may need to add fields: Component Attributes and Record Conditions into a new form section if they do not automatically appear in the form view.

Component Attributes: cxsTableConfig: sys_id from Step 1

Record Conditions: active=true

STEP 3:The final result should show the Agent Assist icon in the Contextual Side Panel.

Creating an HR Case from the Interaction record will also display the Agent Assist icon in the Contextual Side Panel.

STEP 4: The recommend approach to adding an article to an Interaction is to open in full view and copy link, then paste the article link into the chat window. You are not able to attach the KB Article to the Interaction record using the 'attach' feature. This will only work with an HR Case record.

The employee will receive an article link in the chat client that will launch the article in a new tab, while preserving the portal view.

Please note that the link will automatically route the employee to the Knowledge Portal, and not the default HR (/esc) or Common portal. In order to have the article open up in the desired portal view, you will need to add a service or invisible widget into the Knowledge Portal, which redirects employees to the correct portal of choice.