Better KB Search In ESC

[codynelsen]

How can I add filters on the left hand side of search in the ESC page to better filter for KB articles by categories.

This is what I would like it to look like.

This is what it currently looks like.

 

[Sandeep Rajput]

@codynelsen It looks like you are referring to Faceted Search on Knowledge https://www.servicenow.com/docs/bundle/washingtondc-platform-user-interface/page/build/service-porta...

You can configure the same with the help of the link https://www.servicenow.com/docs/bundle/washingtondc-platform-administration/page/administer/ai-searc...

Hope this helps.

[codynelsen]

I have some topic and subtopic facets, but they do not show up. This is a pretty much out of the box instance of ServiceNow.

[Sandeep Rajput]

Could you please check if the AI search is active on your instance?

[codynelsen]

AI search is active. I added a new facet for category and now it shows up. The problem I'm having now, is that our categories are nested. In the filter it is showing the category that the article actually has. I would like it to show the top level category of that article. I found another post, but I'm not exactly sure what they mean when they say "The way to do with would be to change the search source to match what you are trying to serve to the end user. Essentially, if you are adjusting the facet, you likely want to limit the actual content as well. Basically, create a new Search Profile per interface." 

Solved: Limit Facets based upon query condition - ServiceNow Community