AI Search works in Service Portal but not in Knowledge Portal

21p31a1220
Tera Contributor

6 hours ago

Hi Team,
We have enabled AI Search in our instance. AI Search is working correctly in the Service Portal (search suggestions and AI-based results are shown). However, AI Search is not working in the Knowledge Portal. The Knowledge Portal still appears to use classic search behavior.
What we have already verified: -
AI Search plugin is active - AI Search is enabled on the Service Portal - Knowledge articles are published and accessible - No browser console errors observed
Questions: 1. Is AI Search supported in the Knowledge Portal?
2. Are additional configurations needed for Knowledge AI Search?
3. Does Knowledge Portal require a separate AI Search profile?
4. Are there any known platform or version limitations?
Any guidance or documentation would be appreciated.
Thanks
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KanteS
Tera Guru

an hour ago

Hi ,

 

Yes, AI Search works in the Knowledge Portal, but it won’t work automatically.

 

Even if it’s enabled in Service Portal, the /kb portal still uses classic search unless you configure it separately.

Try this:

  • Open Service Portal → Portals → Knowledge Portal
  • Enable AI Search
  • Select the correct Search Application and Search Results Configuration
  • Make sure the Search Profile is published and includes Knowledge

If this helps, please like and mark as solution.

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