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Kbot ca 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 take 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 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

In general, the bot, just like Snow, will use the “Number” to identify an article. The number is a string in a format such as KB1234

But in some particular situations, number is not accessible, and you can use an alternate identifier, such as the sys_id.

You can choose one of the number or the sys_id as the article identifier in this view.

Testing

To test the search first you need a user that has permissions on #rawsearch

or KB Sandbox report and

After the search is configured, we recommend testing using the following capabilities:

Command-line #rawsearch

Identify one word that you are sure can be used as a valid search term in your portal or selected knowledge base:

Type in the chat

#rawsearch my_selected_word

You will get prompted with the selection of a Knowledge Base. Select “ServiceNow KB”

Report Sandbox

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:

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