Overview

Kbot has pre-built capabilities and setup on Snow search. In fact, Kbot is a generic federated search engine and can use search from multiple items, combining search results from a number of data sources, including ServiceNow knowledge bases. In a normal Snow setup, Kbot search will work out of the box provided that the portal sys id is configured in Kbot.

Snow articles will be rendered directly inside the Kbot, using their Snow formating. Images and Videos are supported.

This page explains how to further configure the searches.

Setup

Use the default Knowledge Base

By default, Kbot will use the Knowledge Base configured in your portal

You can see it in your portal. Nothing needs to be configured for this setup. It works out of the box.

Use another Knowledge Base

Retrieve the Knowledge Base sys_id

Open the Snow back office (ADD SCREEN SHOT), list the kb_knowledge_based instance.

Find the instance of interest and copy its sys_id

Configure the KB in Kbot

Open the kbot.conf in editable file Dev Ops / Developer Tools / Snow Variables. For example:

snow_kb_sys_id = 1e00d6a4db6f1b4017aa7a65ae96099d

Other Knowledge Base Settings

You may further configure the Knowledge Base connector in Kbot.

First open the appropriate editor view in Kbot. Navigate to the Content / Knowledge Bases / Knowledge Base view Click on the ServiceNow KB instance

Click on it to open its Edit mode.

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

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”

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