Change Results Display for KB Articles in AI Search results

[keithl22]

Does anyone know if there is a way to change the summary with AI Search results? The customer is looking to show the first 2500 characters of the article (like we do in Zing) instead of the phrase concerning the search term.

[keithl22]

@Gerard Dwan  - got it figured out. Because I'm using Employee Center and Content taxonomy, I had to modify the Taxonomy - Knowledge Search Results records. Thanks for your help!

[tidert_24]

Hello, sir @keithl22 and sir @Gerard Dwan.

How can I show the short description for the kb article? The AI search was added to the Employee Center and the kb articles are stored in a customized table. Is there something missing in the config of the AI Search Application config? Everything is functioning well, it's just that there is no short description displayed and there is not even a sneak peek of the description.

Below is the screenshot of the search result for your reference:

I appreciate any help given. Thank you in advance.

[Shamus Mulhall]

You will want to make sure you have a field mapping configured for the title and text fields appropriately.  Example from the knowledge table below.  After making this update you will need to re-index the content.

 

[tidert_24]

Thank you very much sir @Shamus Mulhall, it was the only thing missing in my configuration.

[tidert_24]

@Shamus Mulhall how to redirect the recently viewed and suggested in the search bar to the knowledge article view? Apparently when I click the suggested articles in that part, it either says record not found or the form itself is opened where the user can edit.

This support article applied to the results but it doesn't apply to the suggestions from the search bar. https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1208300