Knowledge Article in AI search on Portal

FWood
Tera Contributor

‎02-15-2023 11:01 AM

We have retired a Knowledge Article that had 48 state form attachments.  We created 48 individual KAs with 1 state attachment and criteria of "work location state."  When an end user searches on the portal (employee center), the other state pds return in the search and are not accessible to the user.  How do we remove the other states' pds from returning in the search?

0 Helpfuls
  • 632 Views
1 REPLY 1

Ratnakar7
Mega Sage
Mega Sage

‎03-14-2023 11:24 PM

Hi @FWood ,

 

To prevent the retired Knowledge Article's attachments from appearing in the search results, you need to remove the attachments from the indexed content in ServiceNow. Here are the steps to follow:

  1. Navigate to the retired Knowledge Article.
  2. Remove all the attachments from the retired Knowledge Article.
  3. Publish the retired Knowledge Article without any attachments.
  4. Perform a full reindexing of the knowledge base.
  5. Verify that the retired Knowledge Article is not appearing in the search results.

Once you have removed the attachments from the retired Knowledge Article, you should consider deleting the attachments from the system altogether to free up storage space.

Additionally, you can configure the search criteria to return only relevant Knowledge Articles to the end user. One way to achieve this is by setting up the search criteria to include only Knowledge Articles that have attachments related to the search term entered by the end user. This approach will ensure that only Knowledge Articles that have a specific attachment related to the search term are returned in the search results.

 

If my response helps you to resolve the issue close the question by ✅Accepting solution and hit 👍thumb icon. From Correct answers others will get benefited in future.

 

Thanks,

Ratnakar

0 Helpfuls