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Kbot 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.

Key points

In a standard Snow setup, Kbot search works out of the box, if the portal’s sys_id is configured in Kbot.

Snow articles are rendered inside Kbot; their Snow formatting is taken into account. Images and videos are supported.

Setup

Using the default knowledge base

By default, Kbot 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

  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.

Configure the KB in Kbot

  1. In Kbot, go to DevOps > Developer Tools > 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

Other knowledge base settings

You can configure the knowledge base connector in Kbot.

  1. In Kbot, go to Content > Knowledge Bases > Knowledge Base Editor.

  2. Click ServiceNow KB to start editing.

Article identification

Kbot, 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.

Testing

Managing permissions

To test search you need a user with the set of proper permissions. To manage them:

  1. In Kbot, go to Configuration > Users and roles > Roles.

  2. Edit the permissions and click Save.

Permissions

Permissions required for the #rawsearch command:

Permissions required for the Content > Knowledge bases > Sandbox report:

Testing the search functionality

After the search is configured, we recommend using the following capabilities to test the search functionality:

The #rawsearch command line

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

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.

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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