What is the sorting order in search results in KB

[khasanis]

I created and published 2 articles with short description, Knowledge article1 and Knowledge article 2. Meta field for both is Palavi. the view count for article 1 is 5 and view count for article2 is 2. In incident form when i typed Pallavi in short description, the 2 articles appeared but article 2 appeared first eventhough it has less count and   Knowledge search result order is views in properties.

i am not understanding the behaviour of search results.

[Laxmikanth]

Hi Pallavi,

Search result is based on how you have configured in your system. please check your system properties related to Knowledge Search

Refer to Knowledge properties for more details.

P.S: Please hit Like or Helpful if you think your query is answered.

[khasanis]

Hi Laxmikanth,

                                                      In knowledge properties, sorting order is "views" yet its not as expected.

[antin_s]

Hi Pallavi,

The Search Results shown in the Incident form is not purely a Knowledge Search. It is called 'Contextual Search'. Please refer the below URL for more information about Contextual Search.

Contextual Search - ServiceNow Wiki

Also, Contextual Search internally uses 'Zing Search' to search KB, Catalog items..etc. Please refer the below link how Zing search scores are calculated. Based on the scores, the results will be sorted in the Contextual Search.

Zing Text Search - ServiceNow Wiki

Administering Zing Text Search - ServiceNow Wiki

Hope this helps. Mark the answer as correct/helpful based on impact.

Thanks

Antin