Konverso Kbot for Snow virtual agent can act as a generic federated search engine, which means it can use the search capabilities of multiple items 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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In a standard Snow setup, the Konverso Kbot for Snow virtual agent search works out of the box, if the portal’s sys_id is configured in Konverso Kbot for Snow virtual agent.
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Snow articles are rendered inside Konverso Kbot for Snow virtual agent; their Snow formatting is taken into account. Images and videos are supported. |
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Using the default knowledge base
By default, Konverso Kbot for Snow virtual agent uses the knowledge base that is configured in your ServiceNow portal. You do not need to configure anything - it works out of the box.
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Configure the KB in Kbot
In Konverso Kbot for Snow virtual agent, 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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You can configure the knowledge base connector in Konverso Kbot for Snow virtual agent.
In Kbot, go Go to Content > Knowledge Bases > Knowledge Base Editor.
Click ServiceNow KB to start editing.
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Article identification
Konverso Kbot for Snow virtual agent, just like ServiceNow, uses a “number” to identify an article. This number is a string in the following format: KB1234. In some cases a number is not accessible, so you can use an alternative identifier, such as sys_id.
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Managing permissions
To test the search functionality, you need a user with the set of proper permissions. To manage them:
In Konverso Kbot for Snow virtual agent, go to Configuration > Users and roles > Roles.
Edit the permissions and click Save.
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