Hi @sondhal,

regarding the numbering, if you use the OOTB feature without modifying it, then create a case from Support Portal to get assistance and perhaps it is a bug that ServiceNow is not aware of, so reporting it is the best option.

Regarding the content being generated that is strictly depending on how your KB articles, catalogs and incidents are handled. Because it also searches for the answers in closed incidents clustered as similar ones. 

So the output can be changed by reviewing the overall content and eventually creating some new.