Making certain articles unsearchable to force user to jump to beginning of process

Tilly Penn
Tera Contributor

Is it possible to make certain articles unsearchable?  So for instance I have 5 articles to describe Parts 1 to 5 of a process, but I want people always to go to the first page and then have a link to Parts 2 to 5.

 

It’s a bit like applying for a passport (gov.uk) where it takes you to the “Start to apply” page but won’t let you jump in mid-way. 

Any suggestions appreciated.

1 ACCEPTED SOLUTION

Hey Tilly,

 

You can create a Knowledge Base by following the instructions in the following link; https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/product/knowledge-management/t...

 

You are then going to want to move the Parts 2 - 5 articles into this Knowledge Base, they then shouldn't be searchable on the portal. Make sure the new Knowledge Base or the Articles have the same permissions as before so they can be accessed by the links to the other Parts you are going to put in them.

View solution in original post

3 REPLIES 3

Ethan Davies
Mega Sage
Mega Sage

Hey Tilly - I don't there is any clean way to do this right now. There are options that you could explore such as spreading the Parts 2 - 5 articles out into a different Knowledge Base and excluding that Knowledge Base from being searched on your portal. You would effectively have a dedicated Knowledge Base for 'Parts' type articles then. If you were to explore this you would really want to make sure that your Part 1 contains the correct link to the next part.

 

Another (simpler) option could be to improve the searchability of the 'Part 1' article. You could do this by adding values into the 'meta' field on the item to add more keywords that users typically use to search this article. That will help make sure it is the first one that comes up.

 

As an aside - if you're not doing this already you should probably add Parts 2 - 5 as Related Articles. I.e. Part 2 is related to Part 1, Part 3 to Part 2, and so on and so forth.

 

EthanDavies_0-1700492838382.png


https://www.servicenow.com/community/itsm-forum/how-do-i-link-kb-articles-to-the-quot-related-articl...

Thank you very much Ethan.  Very useful.   How would I make a Knowledge Base so that its articles are not included in the search results? 

Hey Tilly,

 

You can create a Knowledge Base by following the instructions in the following link; https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/product/knowledge-management/t...

 

You are then going to want to move the Parts 2 - 5 articles into this Knowledge Base, they then shouldn't be searchable on the portal. Make sure the new Knowledge Base or the Articles have the same permissions as before so they can be accessed by the links to the other Parts you are going to put in them.