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
   
   

[Kyle H]

Interesting! Let us know what you find out when you test. I'm very curious!

[Gavin Jolly2]

Will do. As a design it seems simple enough and easy to remove once SNOW gets around to adding this in.

Next job is to build a Widget to show all topics related to a KB Article. Hoping it is an easy clone of the Related Articles widget, with a different title and Related List

[Gavin Jolly2]

Kyle, I can confirm it works. I have only tested by manually adding Topics to the List field I added to the kb_knowledge table but it works.

We will build the Business Rules to maintain these values. The Product team have said they are looking to add this next year but in the meantime this is fine. Also, when it becomes available it is easy to remove, remove two Business rules, Field from Knowledge, and change the Facet on the Search Application.

[michaelward]

We are considering a new field on the table of type List, then a Business Rule to synchronize that list to the topics found in the connected content table.  AI Search facets seem to honor the list type field and resolve the values.  Then, you would add that field in the indexed source for any indexing or search needs on those values. 

[Gavin Jolly2]

That is exactly what we have done and it works well. You need a rule for Create and Delete.

ServiceNow has indicated they are adding in this feature soon and this approach is easily removable once that becomes available.