Overview
Kbot has pre-built capabilities and setup on Snow search. In fact, Kbot is Konverso Kbot for Snow virtual agent can 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, the Konverso Kbot search will work for Snow virtual agent search works out of the box provided that , if the portal portal’s sys_id is configured in Konverso Kbot for Snow virtual agent. 
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Snow articles |
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are rendered |
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inside |
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Konverso Kbot for Snow virtual agent; their Snow formatting is taken into account. Images and |
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videos are supported |
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Setup
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Using the default
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knowledge base
By default, Kbot will use the Knowledge Base Konverso Kbot for Snow virtual agent 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 of 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
In Konverso Kbot
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for Snow virtual agent, go to Development > 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 Konverso Kbot for Snow virtual agent.
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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Click on it to open its Edit mode.
Article identification
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Go to Content > Knowledge Bases > Configuration.
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. The This number is a string in a the following format such as KB1234But in some particular situations, : KB1234. In some cases a number is not accessible, and so you can use an alternate alternative identifier, such as the sys_id.
You can choose one of the Choose either a number or the sys_id as the article identifier in this view.
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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 name of the ServiceNow knowledge base field, the content of which must be displayed instead of the article’s snippet.
Testing
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.
Permissions
Permissions required for the #rawsearch command:
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Permissions required for the Content > Knowledge bases > Sandbox report:
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Testing the search functionality
After the search is configured, we recommend testing using the following capabilities to test the search functionality:
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The #rawsearch command line
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1. Identify one word that you are sure can be used as a valid search term in your portal or selected knowledge base : Type and type it in the chat:
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#rawsearch my_selected_word |
You will get prompted with the selection of a Knowledge Base. Select “ServiceNow KB”
Report Sandbox
2. When the bot asks you to select a knowledge base, select ServiceNow KB.
The Sandbox report
1. Identify one word that you are sure can be used as a valid search term in your portal or selected knowledge base:
Open the view Content / Knowledge Base / Sandbox
Select the appropriate knowledge base: .
2. Go to Content > Knowledge bases > Sandbox report.
3. Select the appropriate knowledge base.
Troubleshooting
In case you find any problems with the search functionality, study the most common issues listed below.
Wrong configuration
Search might not work in case a knowledge base is not properly configured. To check if there are any configuration issues, go to DevOps > Errors > Configuration errors.
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