Hi all
We're using ServiceNow Knowledge with Now Assist / AI Search, and historically we've populated the Meta field with keywords to improve findability.
Since rolling out AI powered search, it seems the platform is finding articles from the article content itself rather than relying on metadata.
I'm interested to know if people are still using the Meta field? and If so, what are you storing in that field? is this a move away from keyword tagging?
It was discussed about how valid it is these days and do we even need it since we have GenAI, however in the back of my mind, I'm still reluctant and thought we could still retain it for taxonomy, reporting and governance (e.g. Service, Service Offering, Product, Audience, Knowledge Type) rather than traditional keyword search
I'd be interested to hear how people are approaching metadata in a AI ServiceNow Knowledge environment and whether you've found it still adds value.
Thank you.
