SAP Knowledge Base Article - Preview

3675163 - Custom Knowledge Base Agent Output Not Displayed in Custom Field in SAP Sales & Service Cloud V2

Symptom

  • The custom knowledge base agent in CX AI Toolkit was not generating any output when triggered.
  • The agent configuration did not return related KBAs during case creation.
  • When a new case was created with a subject similar to an older case, the system did not automatically identify and display relevant KBAs in the custom “Extension KBA” field within the SAP Sales & Service Cloud V2 case UI.


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Environment

SAP CX AI Toolkit
SAP Sales and Service Cloud V2

Product

SAP CX AI Toolkit 1.2.0

Keywords

Custom AI Agent, CX AI Toolkit, Custom Field, SAP Sales & Service Cloud V2, KBA generation, Case Creation, similar subject, KBA linking, agent instructions, fetch KBA articles. , KBA , CEC-AIT , SAP CX AI Toolkit , Problem

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