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SmartAssistant not displaying in incident workspace
Answer ID 6913   |   Last Review Date 12/19/2018

Why is SmartAssistant not appearing?

Environment:

SmartAssistant
May 2012 and newer releases

Resolution:

When your customers conduct a search, the answers are returned in the report that is identified in the code for the Answers page (/answers/list.php). By knowing what report is being used, Oracle Service Cloud can correctly use answer clustering, SmartAssistant, and external document indexing to return the appropriate answers.

However, the report you specify in Customer Portal code is not stored where the knowledge base can use it. As a result, you need to identify the report on the Interfaces editor so the knowledge base knows wha treport you want to use on your customer portal.

If you use the standard Answers page, the default report is Answers–Complex Expression Search Default, which is also the default report on the Interfaces editor. If that’s the case, you don’t need to change anything. But if you change the report used on your customer portal, you must also change the Contact Visible Answers Report on the Interfaces editor so the knowledge base returns the correct answers.

Follow the steps below to change you Contact Visible Answers Report:


1      Log in to Oracle Service Cloud.     
  
2      Click the Configuration button on the navigation pane.     
  
3      Double-click Interfaces under Site Configuration. The Interfaces tree displays on the content pane.     
  
4      Click the interface you want to edit in the tree. (You may have just one interface.) The Interfaces editor opens.     
  
5      Click the Contact Visible Answers Report drop-down menu, and select the report you are using from the menu options.     
  
6      Click Save and Close.     

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