How to trigger the Q&A Genius AI search results

[Michael Sheary]

Hi, 

We recently enabled the Q&A genius reult and this often does a great job of finding a specific passage from a KB article.

However, this is often hit and miss and sometimes a genius result is not displayed even though we know there is content in an article that addresses the question a user types in on AI search.

Does anyone know if there is any criteria that triggers the answer part of the genius result?

For example, does the answer need to start with a <h2> within the article for it to be retrieved by the genius result?

Thanks,

Michael

[krishnakamal423]

Q&A AI search results come from kb_template_faq table. I know, that's not kb_knowledge. Why is that even configured by Servicenow I am not able to understand.