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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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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Retrieve the knowledge base sys_id

1. Open the Snow back office and navigate to the list of the kb_knowledge_base instances.

2. Find the instance of interest, right-click it and copy its sys_id.

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Configure the KB in Kbot

1. In Konverso Kbot for Snow virtual agent, go to

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1. Development >

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1. Advanced ServiceNow configuration.

2. Specify the copied sys_id in the corresponding field.

3. Click Apply and Save at the bottom of the page.

snow_kb_sys_id = 1e00d6a4db6f1b4017aa7a65ae96099d

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You can configure the knowledge base connector in Konverso Kbot for Snow virtual agent.

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1. Go to Content > Knowledge Bases >

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1. Configuration.

2. 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.

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 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:

1. In Konverso Kbot for Snow virtual agent, go to Configuration > Users and roles > Roles.

2. Edit the permissions and click Save.

Permissions

Permissions required for the #rawsearch command:

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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 and type it in the chat:

#rawsearch my_selected_word

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