Help me understand meta tags and how to better target articles

[bryanc78]

I have a customer service portal that's broken up into sections, say Sales and Accounting and access to them is based on roles.

I have Get Help forms set up on both sections that are very similar, say "How to update your address".  While they are similar, there are differences between the Sales form and the Accounting form.  I have a knowledge article that helps users fill out the Sales form, however, that article is also showing under the Accounting form.  That article is confusing my Accounting users because the instructions don't work for those users.

So, how can I better direct my Sales article to the Sales form and not have it show up under my Accounting form?

[Sebastian L]

You can relate knowledge articles to catalog items/record producers directly and show them as a related list/sidebar: https://docs.servicenow.com/en-US/bundle/tokyo-servicenow-platform/page/product/knowledge-management...

I would in general not be looking at adding more or any meta tags since they are not used in AI Search, and that I would strongly suggest you to implement. 

[Leri Andrews]

You could apply user criteria to the forms and the supporting articles so they only show to the correct population of employees. Also add qualifiers to your article short-descriptions and descriptions e.g. How to update your address (Sales Staff Only).  You could create a single article with knowledge blocks that display according to user criteria or simple lay it out nice and clearly with instructions to 'skip this step if you work in Sales and the xxxbutton is not visible'.  As bryanc78 has said, meta is not the answer and will not help with AI search.

[bryanc78]

To follow up on this, what I finally did was went into the Catalog item and updated it's search terms to match the tile of the catalog item.  Then I created a knowledge article where it's title also matched the name.