AI Search Facet for Taxonomy Topics does not include all Topics related to a Knowledge Article

[Gavin Jolly2]

In my situation one KB article will be related to multiple topics. This is needed to make the knowledge solution work with a well defined knowledge taxonomy. 

1. Is it possible to have all Topics related to a Knowledge Article show in the AI Search Facet? Is a different question Can we configure a Search Facet via the Related Lists table?
2. Each Knowledge Article has a field Taxonomy_topic which stores the value of the FIRST Topic it is related to and ignores all subsequently added topics.
3. It seems that configuring an AI Search Application Facet to use this Taxonomy_topic field means only the one Topic is included in the Facet and no others

Looking at the docs

1. 1. Knowledge Articles can be related to multiple Topics. The documentation does not specify any limits on relating multiple Topics to a single article  
   1. Create a facet in an AI Search application configuration (servicenow.com) https://docs.servicenow.com/bundle/sandiego-employee-service-management/page/product/employee-center/reference/connected-content-form.html
   2. Connected Content form (servicenow.com) - https://docs.servicenow.com/bundle/sandiego-employee-service-management/page/product/employee-center/reference/connected-content-form.html
2. AI Search Application is configured with a search facet on kb_knowledge.taxonomy_topic field 
3. For the Index Source I cannot add anything for Topics, say in the Advanced Configuration tab. There are some examples about how to add TAGS but that is a different case, this needs to work through a Related List
   
   

[Community Alums]

Hi @Gavin Jolly ,

The OOB Faceted filter has kb_knowledge.category and the correct one is kb_knowledge.kb_category.

Facets can be created using:

1. Navigate to All > Service Portal > Search Sources.
2. Open or create a simple search source.
   Simple search sources do not use a data fetch script. Rather, they define a table as the source of searchable data. To learn more about search sources, see Service Portal search.
3. Select the Facets related list.
4. Click New.
   The Facet form displays.
5. Complete the fields.
6. Save 

Or you can try cloning the Typeahead Search widget and overriding the `data.aisEnabled` variable in the server-side script.

Just change the line containing data.aisEnabled to this:

data.aisEnabled = true;

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Gavin Jolly2]

Thanks @Sandeep Dutta. Does this work with AI Search? Also, I am not using Categories, instead using Topics.

Create a facet in an AI Search application configuration (servicenow.com)

[Kyle H]

We have the same desire to have Topics as an AI Search facet. From our conversations with the ServiceNow team, it's not currently supported but looking good for the Utah release. Note: their first iteration, as I understand it, is to enable Topic levels 1-3 as a flat list of facets (not hierarchical) with plans to add that display option in later iterations. 

[Gavin Jolly2]

I think we will need to build this as a solution. We need to test if this will work but here is the simple solution outline

1. Add LIST field to kb_knowledge (watchlist field) kb_knowledge.Topic_list
2. Build Business Rule to maintain the list (There are rules already to manage the Primary Topic which is a single value)
3. Configure Facet to work off the new LIST field
4. Search application - Configure using the new LIST field (kb_knowledge.Topic_list)

I have not tested how a Search Facet will behave with a LIST field but hopefully it will work.