Linked Services

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Search AI

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How It Works

1. Set up Search AI Apps — Add information sources (internal, external, auto-suggestions) such as web pages, documents, and content from apps like ServiceNow and Confluence.
2. Link Search AI with Agent AI — Administrators can link up to three Search AI apps. Once linked, the Agent AI widget automatically displays Search AI content.
3. View results in the widget — Agents see snippets and articles from Search AI, and Dialog Tasks and FAQs from the Platform.

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Search AI Options

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None

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Use Only the Inbuilt XO 11 Search App

1. Sign in to AI for Service.
2. Go to Agent AI > Linked Services > Search AI.
3. Select Use only the inbuilt XO 11 Search App.
4. Expand the Search App section, select Internal Information or External Information in Use This App Settings for, then select Okay.
5. Expand the Knowledge AI section.
   1. Turn on the Knowledge Settings toggle.
   2. Select a channel in the Select channel list.
   3. Configure the Search Results and Control expand behavior of Answers options.
   4. Optionally, select Add Custom Meta Filter Script under Advanced Search API Configuration, select Add Script, enter your script, and select Save.
6. Select Save.

1. Go to App Settings > Configurations > Dev Tools > API Scopes.
2. Select the edit symbol next to an existing JWT App.
3. Turn on the Answer Generation toggle on the Edit App Definition page.
4. Select Save.

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Configure Multiple Search Apps

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Search App Scopes

1. Sign in to AI for Service.
2. Go to Agent AI > Linked Services > Search AI.
3. Select Configure multiple Search Apps across XO 10 or XO 11.
4. Select + Add Search AI App.
5. Enter a name in the Name field.
6. Select a version (XO10 or XO11) in Select Version.
7. Select one or more options in Use This App Settings for. See Configuration Rules.
   Auto-Suggestions isn’t available for XO11 apps.
8. Enter the client credentials from your Search AI application:

   Field	Description
   Domain URL	The domain URL for this search app.
   Stream ID	The stream ID for this search app.
   Client ID	The client ID for this search app.
   Client Secret	The client secret for this search app.

9. Expand the Knowledge AI section (shows only if you select Internal Information or External Information).
   1. Turn on the toggle.
   2. Select a channel.
   3. Configure Search Results, Pass Meta Data, and Control expand behavior of Answers.
   4. Optionally, add a custom meta filter script under Advanced Search API Configuration.
10. Select Test Connection & Save. A success message confirms the connection.
11. Repeat to add more Search AI apps.

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Configuration Rules

• Choose either Internal Information or External Information with Auto-Suggestions — not both.
• You can’t combine Internal Information and External Information in one app.
• Auto-Suggestions is available only for XO 10 apps.
• Knowledge AI settings appear only if you select Internal or External Information.

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Knowledge AI

let filters = {
  "metaFilters": [
    {
      "condition": "AND",
      "rules": [
        {
          "fieldName": "sys_source_name",
          "operator": "contains",
          "fieldValue": ["German"]
        },
        {
          "fieldName": "sys_content_type",
          "operator": "contains",
          "fieldValue": ["file"]
        },
        {
          "fieldName": "sourceName",
          "operator": "contains",
          "fieldValue": ["German"]
        },
        {
          "fieldName": "sourceType",
          "operator": "contains",
          "fieldValue": ["file"]
        }
      ]
    }
  ]
}
print(JSON.stringify(filters))

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Agentic Configurations

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Configure an Agentic Copilot App

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App Details

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Conversation Metadata

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Custom Metadata

1. Sign in to AI for Service.
2. Go to Agent AI > Configurations > Linked Services > Agentic Configuration.
3. Select + Add Agentic Copilot App.
4. Enter the app name, domain URL, environment, app ID, and API key.
5. Select either Use ‘Trigger Welcome message’ as the first request to Agentic or Pass landing summary as first request to Agentic App, based on your requirement.
6. Expand Pass Metadata and select the metadata to pass.
7. Expand Add Custom Metadata and enter your script in the code editor. Use the enlarge or copy buttons as needed.
8. Select Test Connection & Save.

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Delete an Agentic Copilot App

1. Select the delete button on a saved app.
2. Select Delete on the confirmation screen.