Overview
Kbot has pre-built capabilities and setup on Snow search. In fact, Kbot is Kbot ca act as a generic federated search engine and , which means it can use the search from capabilities of multiple items , combining and combine search results from a number of data sources, including ServiceNow knowledge bases. This page describes how to set up the knowledge base search.
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Key points
In a normal standard Snow setup, Kbot search will work works out of the box provided that , if the portal portal’s sys_id is configured in Kbot.
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Snow articles |
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are rendered |
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inside |
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Kbot |
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; their Snow |
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formatting is take into account. Images and |
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videos are supported. |
This page explains how to further configure the searches.
Setup
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Using the default
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knowledge base
By default, Kbot will use the Knowledge Base uses the knowledge base that is configured in your ServiceNow portalYou can see it in your portal. Nothing needs to be configured for this setup. It . You do not need to configure anything - it works out of the box.
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Using another
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knowledge base
Retrieve the
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knowledge base sys_id
Open the Snow back office
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and navigate to the list the
kb_knowledge_
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baseinstances.Find the instance of interest, right-click it and copy its
sys_id.
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Configure the KB in Kbot
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In Kbot, go to DevOps > Developer Tools > Advanced ServiceNow configuration.
Specify the copied
sys_idin the corresponding field.Click Apply and Save at the bottom of the page.
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snow_kb_sys_id = 1e00d6a4db6f1b4017aa7a65ae96099d |
Other
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knowledge base settings
You may further can configure the Knowledge Base knowledge base connector in Kbot.
First open the appropriate editor view in Kbot. Navigate to the Content / Knowledge Bases / Knowledge Base view Click on the ServiceNow KB instance
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In Kbot, go to Content > Knowledge Bases > Knowledge Base Editor.
Click ServiceNow KB to start editing.
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Article identification
In general, the bot, just like Snow, will use the “Number” to identify an article. The number is a string in a format such as KB1234
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You can choose one of the number or the sys_id as the article identifier in this view.
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Testing
To test the search first you need a user that has permissions on #rawsearch
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or KB Sandbox report and
After the search is configured, we recommend testing using the following capabilities:
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