• 5.19

onSearchKnowledgeBase

This is the handler to perform an external Knowledge Base search from the Agent Desktop Communicator Widget; returned results will be displayed as a search result list. Note: If you set multiple handlers that all return some data, only the result from the last handler will be used.

Request

Syntax

on('ON_SEARCH_KNOWLEDGE_BASE', handler: OnSearchKnowledgeBaseHandler): void type OnSearchKnowledgeBaseHandler = (query: string) => ExternalKBSearchResult[] | Promise<ExternalKBSearchResult[]> type ExternalKBSearchResult = {     id: string     text: string }

Parameters

Parameter	Parameter Values	Data Type	Optional/Required	Description
query		String	Required	The desired search query for the external Knowledge Base

Example Request

Microsoft Dynamics 365 has its own Knowledge Base (KB) with KB articles. The callback onSearchKnowledgeBase allows your contact center to perform a search in the Microsoft Dynamics 365 Knowledge Base from our Agent Desktop application..

jsApi.on("ON_SEARCH_KNOWLEDGE_BASE", function (query) {

    // Search external KB by query from your contact center

    const results = searchExternalKBArticles(query);

    // Return search results back to your contact center

    return results;

});

Return Value

Object	Object Values	Data Type	Optional? (Y/N)	Value Description
ExternalKBSearchResult
	id	String	N	The unique ID of the article that will be requested by the handler onGetKnowledgeBaseArticle
	text	String	N	A text preview of the article’s content

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