Knowledge articles are not displayed in the portal search

[Santiago Ruales]

Hi everyone,

From the knowledge portal's search field, I can find articles by keyword, but from the general search of the employee portal, the search doesn't generate any results. I need to be able to enable article searches from the portal's general search. Please help with this case.

 From Knowledge Portal

From Employee Center Portal

[Rafael Batistot · Accepted solution]

Hi @Santiago Ruales 

You need to reference you KB in your portal that you want to display your articles 

[Chavan AP]

Please refer this: 
https://www.servicenow.com/community/sysadmin-forum/service-portal-search-is-not-returning-knowledge-base-articles/m-p/2516338


https://www.servicenow.com/community/employee-center-forum/knowledge-articles-not-populated-on-the-esc-portal/m-p/3113824#:~:text=Knowledge%20Articles%20Not%20Visible%20in%20Employee%20Center

https://www.servicenow.com/community/sysadmin-forum/on-the-esc-portal-of-production-kb-articles-are-not-searched-by/td-p/2926254


https://www.servicenow.com/community/employee-center-forum/knowledge-articles-not-showing-up-after-ai-search-enabled/m-p/243275

https://www.servicenow.com/community/developer-forum/knowledge-articles-not-showing-on-portal/td-p/2894670/page/2

https://www.servicenow.com/community/csm-forum/knowledge-article-not-showing-in-service-portal/td-p/2756631
 
 
Please mark my solution as Accept, If you find it helpful.

[Rafael Batistot · Accepted solution]

Hi @Santiago Ruales 

You need to reference you KB in your portal that you want to display your articles 

[kaushal_snow · Accepted solution]

Hi @Santiago Ruales ,

By default, the ESC (Employee Service Center) uses default search sources that may only include catalog items or rely on taxonomy so knowledge articles may be inadvertently omitted.

Open the Employee Center (ESC) portal in Portals under Service Portal settings.

Under the Knowledge Bases related list, ensure the right KBs are added so the portal knows where to search......

If the portal is using AI Search, open the relevant Search Profiles (ais_search_profile) and review the filter conditions make sure they don’t exclude knowledge content you intend to show....

Additionally, Review and Adjust Search Sources...

For Employee Center portals, knowledge search is often controlled through provided search sources connected to the portal through m2m_sp_portal_search_source records. Ensure that knowledge bases are included there......

Let me know once you check......

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.