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Choose either a number or sys_id as the article identifier.

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Customizing snippets

Kbot allows you to customize the search: you can specify whether your virtual agent must look for information in an article's title, snippet, or in both title and snippet. Also it is possible to fine-tune the search results: for example, instead of snippet content you can display the content from another field.

To customize the field that is used for displaying snippets, set the variable snow_kb_knowledge_snippet. As a value, type the field that you need to be shown instead of the article snippet's content.

Testing

Managing permissions

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