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3 weeks ago
Hi! When you enter multiple keywords in the search field under Knowledge - Homepage, how does it search for results? Does it look for matches in knowledge articles where every word in the search string appears? Or does it search per word in the results?
For example, if I search for computer settings printer, does it search for “computer” and “settings” and “printer” within the same knowledge article?
Or does it search for results sorted by “computer” or “settings” or “printer”?
Have a nice day!
Best regards, Sanna
Solved! Go to Solution.
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3 weeks ago
The answer is ... multiple things!!! I've had to help some of my own internal people with understanding the basic search a number of times. In short, it's going to use all of what you input (separately, together, and in groups per usage of quotation marks), count how many times it is in certain fields, weigh those counts, and finally combine those weighted scores for a total weight. Zero scores would not be in the results.
Reference to Zing search being used in Knowledge Management portal
Zing search details
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3 weeks ago
In ServiceNow Knowledge search, when you enter multiple keywords (e.g., “computer settings printer”), the search generally looks for articles containing any of the words, not necessarily all of them together, and ranks results based on relevance, keyword frequency, and matching fields. So results may include articles that contain “computer” or “settings” or “printer”, with articles containing more of the keywords appearing higher in the list. Exact phrase matching can be achieved using quotes around the terms if needed.
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3 weeks ago
The answer is ... multiple things!!! I've had to help some of my own internal people with understanding the basic search a number of times. In short, it's going to use all of what you input (separately, together, and in groups per usage of quotation marks), count how many times it is in certain fields, weigh those counts, and finally combine those weighted scores for a total weight. Zero scores would not be in the results.
Reference to Zing search being used in Knowledge Management portal
Zing search details
- Mark as New
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3 weeks ago
In ServiceNow Knowledge search, when you enter multiple keywords (e.g., “computer settings printer”), the search generally looks for articles containing any of the words, not necessarily all of them together, and ranks results based on relevance, keyword frequency, and matching fields. So results may include articles that contain “computer” or “settings” or “printer”, with articles containing more of the keywords appearing higher in the list. Exact phrase matching can be achieved using quotes around the terms if needed.
