You will need to link the VA Topic to an NLU Model and Intent, otherwise it will only use keywords defined in the VA Topic to trigger the topic. You can either use the OOB NLU models or create your own NLU Model. We recommend to create your own N...
@mounikanarr
I found an internal KB that states this is as expected, but that it will be addressed in a new release. The information is fetched from: https://INSTANCE_NAME.service-now.com/now/knowledge_graph/record/1d9b477dff7b9210121effffffffff50
...
@mounikanarr
It doesn't look like the Search Profile for your ESC has sys_user in it as a Search Source based on the tabbed search results, which just shows "Requests" [sc_cat_item] and "Articles" [kb_knowledge]. Therefore, it is using Knowledge Gra...
It is not clear if you are using LLM or NLU Topics. I suggest you review our documentation on Getting started with Virtual Agent Designer and all the sub-topics that cover both LLM and NLU Topics, and how to configure them.
