How to Configure Agent Assist for Case Types in the CSM/FSM Configurable WorkspaceSummary<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } How to Configure Agent Assist (AA) for Case Types in the CSM/FSM Configurable Workspace (/now/cwf/agent/) Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Plugin: Customer Service Plugin id: com.sn_customerservice Store Application: CSM Workspace App id: sn_csm_workspace Store Application: CSM Configurable Workspace App id: sn_csm_wrkspc Store Application: CSM and FSM Configurable Workspace Foundation App id: sn_cwf_wrkspc Instructions<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Note: <sys_db_object.name> denotes the Name of the Case Type table 1. Create a new Table Configuration 1.1 Update your Application Scope to Customer Service 1.2. Navigate to All > Contextual Search > Table Configuration 1.3. Select New 1.4. Set the following fields: ------ Table: <sys_db_object.name> ------ UI type: Workspace ------ Search context: Case Workspace Knowledge Base Search ------ Title: Related Search Results ------ Enable related search box ☑ ------ Limit: 100 ------ Results per page: 10 ------ Allow result preview navigation buttons ☑ ------ Condition: <default> 1.5. Select Submit 2. Create a new Action Assignment 2.1 Update your Application Scope to CSM Workspace 2.2. Navigate to All > Workspace Experience > Actions & Components > Contextual Side Panel 2.3. Select New 2.4. Set the following fields: ------ Action label: Agent Assist ------ Action name: agent_assist_<sys_db_object.name> ------ Implemented as: oob_action ------ Icon: graduation-cap-outline ------ Tooltip: Agent Assist ------ Table: <sys_db_object.name> ------ Active ☑ ------ Order: 100 ------ Record Conditions: <default> 2.5. Select Submit 3. Update the Component Attributes (action_attributes) field of the newly created Action Assignment 3.1. Open the Action Assignment created in step 2. 3.2. Export the record as XML 3.3. Open the newly downloaded XML file in a text editor 3.4. Update the action_attributes XML element to: <action_attributes>{"cxsTableConfig":"<cxs_table_config.sys_id>"}</action_attributes> where <cxs_table_config.sys_id> denotes the Sys ID of the newly created Table Configuration step 1. 3.5. Save the XML file. 3.6. In the ServiceNow instance, import the updated XML file. 4. Update the Screen Condition (screen_condition) field of the UX Screen: Agent Assist Screen 4.1 Update your Application Scope to CSM Configurable Workspace 4.2. Open the UX Screen: Agent Assist Screen https://<instance>.service-now.com/nav_to.do?uri=sys_ux_screen.do?sys_id=7b93d16453c3101043d7ddeeff7b1211 4.3. In the Screen Condition (screen_condition) field append the or condition: ^ORparent.table=<sys_db_object.name> 4.4. Select Update 5. Create a UX Page Property 5.1. Update your Application Scope to CSM and FSM Configurable Workspace Foundation 5.2. Open the UX Application: CSM/FSM Configurable Workspace https://<instance>.service-now.com/nav_to.do?uri=sys_ux_page_registry.do?sys_id=c4e321a3530210102c30ddeeff7b12f6 5.3. Navigate to the related list named UX Page Properties 5.4. Select New 5.5. Set the following fields: ------ Name: contextualTableConfigMapping ------ Type: json ------ Value: [{"agent_assist":[{"table=<sys_db_object.name>":"<cxs_table_config.sys_id>"}]}] where <cxs_table_config.sys_id> denotes the Sys ID of the newly created Table Configuration step 1. 5.6. Select Submit In step 5.5., you can map multiple tables in this property. For example: [{"agent_assist":[{"table=custom_table_name":"the sys id of table config"}, {"table=custom_table_name_2":"the sys id of table config"}]}] In step 5.5., you can also use operators to match multiple tables in the property configuration. The operators in the following example include: STARTSWITHENDSWITHLIKE: This operator is used to match table names with a pattern. In the following example, the LIKE operator would match with all tables that include the word "case".IN: This operator enables you to set a list of values that must match values in your tables. [ { "agent_assist": [ { "tableSTARTSWITHkb_template": "5cb4030e73e2330021741c86fbf6a7e1" }, { "tableENDSWITHu_kb_template": "5cb4030e73e2330021741c86fbf6a7e1" } ], "response_template": [ { "tableLIKEcase": "5f0a5f7e77840010ec75945caa1061a5" }, { "tableINagent_file, sn_customerservice_case": "82d52b55a300021033d6441d041e61bd" } ] } ] Related Links<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } ServiceNow Documentation: Configure the Agent Assist and Response Template tabs in the contextual side panel