Creating search filters for BMC Helix Virtual Agent

BMC Helix Knowledge Management by ComAround supports filters to narrow down search results in BMC Helix Virtual Agent based on predefined conditions. These filters use article tags as filtering criteria. A single filter can combine multiple article tags by using the AND or OR operators. When users search for knowledge articles in a chatbot that utilizes a specific filter, this chatbot returns only the articles that include a tag or a combination of tags defined in the filter. 

As an administrator of BMC Helix Innovation Studio, you can create search filters for BMC Helix Virtual Agent. After you create a search filter in BMC Helix Innovation Studio, you must enable it for the required chatbot instance in BMC Helix Virtual Agent. For more information, see Defining a knowledge search provider for chatbot.

Scenario

To create a search filter

1. Log in to BMC Helix Innovation Studio and click Administration. 
2. Select Knowledge management > Search filters. 

3. On the Search filters page, click New search filter and specify the following fields:

   Field	Action
   Name	Enter the name for a search filter.
   Relationship	Select one of the following logical operators to define the relationship between filtering criteria:  AND—Returns articles that meet all filtering criteria. For example, Line of Business=HR and Operational Tier 1=People. OR—Returns articles that meet any filtering criterion. For example, Line of Business=Office Facilities or Knowledge Set=Office. Important: You cannot combine AND and OR logical operators in a single filter. You can use only one operator to define the relationship between all selected filtering criteria. For example, you cannot define the following filtering expression: Company=Apex Global and Line of Business=Office Facilities or Knowledge Set=Office.
   Tags	Select one or multiple predefined article tags to be used as filtering criteria. Important: Only existing article tags are displayed in the list. Tip: To see the list of predefined tags, click on a text input area of the Tags field. Alternatively, you can enter the tag name. When you begin entering the tag name, a list of suggested selections appears. To remove a selected tag, hover over the tag and click the Remove  icon.

   The following image shows a sample search filter. In the example scenario described in this topic, Jordan creates the same filter for the HR chatbot. 
   

4. Click Save. 

You have created the search filter. This filter is displayed on the Search filters page. To modify this or other created filters, open the filter by clicking its name. 

Where to go from here

After you create the search filter, you must enable it for the required chatbot instance in BMC Helix Virtual Agent. For more information, see Defining a knowledge search provider for chatbot.