AI Agent: KM - Question Answering

Agent template card

This agent is designed to surface answers grounded in your company's knowledge in the widest possible variety of circumstances.  We are returning plain text at a moderate length, making this suitable for use in a wide variety of places and circumstances, ranging from question answering on a support site to working within a team to ground HR answers.  Additionally, Service, HR Help Desk, and Internal Help Desk knowledge can be returned.

Your users now have somewhere to go for simple, easy-to-understand answers based in your knowledge.

Steps to Enable and Configure

You can use AI Agent Studio to use or copy a preconfigured agent template to create Agents for your business processes. To automatically add a suffix to all artifacts in your agent team, you can Copy Template instead of Use Template. When you copy a template, you're directly taken to the agent team canvas where you can edit the agent team settings, agents, tools, and topics. The Use Template option takes you through a step-by-step process for configuring each artifact in the agent team.

For information on using AI Agent Studio, see How do I use AI Agent Studio?

Once you have your own instance of the agent team then you will want to publish it and then choose where you might want to surface it.

Tips And Considerations

Note that AI is non-deterministic, meaning that you cannot expect the same output even if repeating the same input.  Additionally, the large language model (LLM) may reveal some information it posses in answers, this particularly shows up in circumstances where questions are asked that may have public answers, but nothing in your knowledge content.

Parameter	Example value	Default	Notes
locale	fr_CA for the locale	en_US	While the LLM is capable of translating both your knowledge content and the user's question, this parameter is for controlling which locale knowledge articles are being retrieved from.  Use only one locale at a time.
contentType	FAQ, SOLUTION for the contentType	All	In the absence of a list of content types, any articles the user can see will be considered when trying to locate an answer.
product	300100025246053, 300100025246054 for the product	All	This accepts the IDs of product groups or inventory items that you wish to restrict articles to.  Any articles assigned directly to a passed product or one of its children will be considered valid.  If more than one is passed, they will be OR'ed.  Note that your users will neither be able to see or clear this filter, so make sure, when choosing to use this, that it benefits your users.
category	300100095920015, 300100095920011 for the category	All	This accepts the IDs of categories that you wish to restrict articles to.  Any articles assigned directly to a passed category or one of its children will be considered valid.  If more than one is passed, they will be OR'ed.  Note that your users will neither be able to see or clear this filter, so make sure, when choosing to use this, that it benefits your users.
stripe	ORA_SVC_HCM for the stripe	ORA_SVC_CRM	Use ORA_SVC_HCM for HR Help Desk and ORA_SVC_ISR for Internal Help Desk.