Konverso Kbot ca 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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Key points
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 take taken into account. Images and videos are supported. |
Setup
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.
Using another knowledge base
Retrieve the knowledge base sys_id
Open the Snow back office and navigate to the list of the
kb_knowledge_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 for Snow virtual agent, go to
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Development >
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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 knowledge base settings
You can configure the knowledge base connector in Konverso Kbot for Snow virtual agent.
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Go to Content > Knowledge Bases >
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Click ServiceNow KB to start editing.
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Article identification
In general, the bot, Konverso Kbot for Snow virtual agent, just like Snow, will use the “Number” 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 first functionality, you need a user that has permissions
on #rawsearch
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or KB Sandbox report
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and could access to the bot using SNOW credentials. You can check user’s permissions in Kbot Back Office in Configuration > Users and Roles menuwith 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
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2. Go to Content > Knowledge bases > Sandbox report.
3. Select the appropriate knowledge base: .
Troubleshooting
In case of troubles you find any problems with the search capabilities functionality, study the most common issues listed below.
Wrong configuration
Search could might not work in case when a knowledge base is not properly configured. You may To check if there are any issues using the appropriate report available in Back Office as configuration issues, go to DevOps > Errors > Configuration errors.
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