ITSM includes the following preconfigured display cards:

• Incident
• Problem
• Change
• Outage
• Knowledge articles
• Questions
• Catalog items

Note: It is not currently possible to add your own card configurations.

How to add the Knowledge article number into the Knowledge articles card

• On the platform, go to: Contextual Search > Search Result Display Configuration.
• Open the kb_knowledge display configuration where the UI type is Workspace.
• Card additional fields: number.
• Select Update.
• That’s it!

Filter based on form values

From Orlando, you can create filter configurations (known as dynamic filters) that filter based on fields in the form for the following search sources:

• Knowledge articles or questions.
• Incidents, problems, change requests or outages.

Examples:

• Filter knowledge articles using the category from the form.
• Filter incidents to those created by the caller from the form.

How to filter knowledge articles using the category from the form

The Filters can be found in the Filter Configurations related list within a table configuration.

• On the platform, go to: Contextual Search > Table Configuration.
• Open the Incident table configuration where UI type is Workspace.
• Select the Filter Configurations related list.
• Select New.
• Select the Resource configuration: Knowledge Articles.
• Scripted filter: checked.
• Save (right-click the header and select Save).
• Use the following script:

(function(current, query_table){

    // current: A GlideRecord representing the Form or Record producer.
    // query_table: The table to apply the filter on.

    // Active results only.
    query_table.addActiveQuery();

    // The selected category in the form.
    var formCategory = current.getValue('category');

    // Filter the knowledge query_table based on the selected category in the form.
    // Note: Dot-walk the knowledge table kb_category reference to be able to 
    // filter by the label.
    query_table.addQuery('kb_category.label', '=', formCategory);

    // Return the encoded query
    return query_table.getEncodedQuery();

})(current, query_table);

• Select Update.
• That’s it!
• Now, the dynamic filter will be applied based on the form category when searching for knowledge articles with agent assist from an incident record.

Predictive Intelligence recommendations

If you are licensed for Predictive Intelligence, Agent Assist can provide recommendations when an agent is working on an incident record to save them time.

The following recommendations are based on using Predictive Intelligence to find similar records (incidents) to the current record (incident) the agent is working on. Then looking for trends on those similar records (incidents).

Recommendations

To see the available recommendations, navigate to: Contextual Search > Agent Assist > Recommendations.

The recommendations are evaluated in this order:

Recommendation name	Current record	Predictive Intelligence solution definition(how to find similar records to the current record)	Recommendation trends (to evaluate against the similar records)
Major Incident Recommendations	Incident	Major Incident Recommendation	Similar Major IncidentPotential Major Incident This recommendation is included if you are licensed for Major Incident Management.
Common Incident Recommendations	Incident	Similar Incidents	Common ProblemCommon ChangeCommon Knowledge ArticleCommon Resolution Code

Recommendation trends

The trends for the above recommendation similar records are evaluated in this order:

Trend name	Trend action	Condition(for the current record)	Trend to evaluate
Similar Major Incident	Link to an existing Major Incident	Major incident state is None AND Parent incident is empty	Any of the similar records are linked to a major incident. This recommendation is included if you are licensed for Major Incident Management.
Potential Major Incident	Propose a Major Incident	Major incident state is None AND Parent incident is empty AND Incident state is not Resolved	Any of the similar records have high urgency but are not linked to a major incident. This recommendation is included if you are licensed for Major Incident Management.
Common Problem	Link to a Problem	Problem is empty	3 or more of the similar records are linked to the same problem.
Common Change	Link to Change	Caused by is empty	3 or more of the similar records are linked to the same change request.
Common Knowledge Article	Attach		3 or more of the similar records are linked to the knowledge article.
Common Resolution Code	Copy resolution	Resolution code is None	3 or more of the similar records share the same resolution code.

Note: It is not currently possible to create your own search actions.

Example Agent Assist recommendation: Link to Problem

More than one Agent Assist per table

Optionally, you can provide a more targeted experience by splitting up your search sources across multiple Agent Assists in the Contextual Side panel.

Examples:

• Knowledge Assist to only search for knowledge articles and questions.
• ITSM Assist to only search for catalog items, incidents, problems, changes, or outages.
• Employee Documents enables HR users to search for employee documents, filtered by the Caller in the HR Case record.

For more information, refer to Set up multiple Agent Assists.

Next steps

You can read more about the Orlando Agent Assist release in the documentation and New Agent Assist features in the release notes.

To share your ServiceNow product ideas, please visit the idea portal.

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