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‎12-20-2022 12:25 PM
I am looking to find a way so that when a user manually selects a knowledgebase from the Knowledge Portal, the search widget automatically only searches within that specific KB. At present, it will return results from all KBs. Note, this is not the "global" search from the main Portal, but the search option after you select a KB.
Our use case is to have associates keep a browser tab open for that KB and easily search for process instructions or other content relevant to their job duties.
Thank you,
Solved! Go to Solution.
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‎12-23-2022 07:53 AM
No, not a bug Pat. Nonsensical yes, but not a bug. We've actually considered removing the option to select a KB - via the tiles on the knowledge portal - as it gives the impression the subsequent search will be limited to that KB, which sadly it isn't. Think we first raised this with SNOW about 3 years ago.
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‎12-28-2022 04:28 AM - edited ‎12-28-2022 05:45 AM
@Pat79 @Eoghan Sinnott @Barry_W @Frank Buttafarr Seriously? I'm stunned. How is that a feature? At that point we may as well not have separate knowledge bases. That ends up being a draw on the backend to search every knowledge base for info, no? I mean... search 100 articles vs 10,000 hypothetically.
I mean, I understand when we type in the search field, it pulls up every hit for name or ticket number. But even in the knowledge module too?
Oh boy... I just had a little wave of nausea. I have been trying to set up the Virtual Agent and so far it only searches the Service Catalog, it hasn't yet searched/provided results from my added Knowledge Articles. I assumed it was because I am new to doing this and haven't figured it out yet.
Does this mean we cannot refine the VA to only search for the fields we set? For example, the Tier 0 vs Tier 2 and 3? How is that possible if it searches all of them without option/filtration?
I've found this article which may assist
And this ! I think this should help some people. It helps me, anyway...
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‎01-05-2023 12:44 PM
Agreed. To be honest, I probably would not have recommended my org's migration to SNOW had I known this in advance. I think using the Scoped KB option might be a workaround, but I'll need to investigate that further.
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‎01-06-2023 03:04 AM
I should possibly clarify my response a little. It is certainly possible to refine your search in the portal to limit the results produced from one or more KBs, although the process isn't (in my opinion) exactly intuitive when navigating through the knowledge portal (as the original poster suggests).
On our knowledge portal, which is out of the box, a user can click on a knowledge tile to view or browse results (including various filters, e.g. category) from that KB only. If the user then enters a search term in the bar towards the top of the page the search engine returns results from ALL KBs. To limit the search to a specific KB the user then has to use the KB filter to reselect one or more KBs.
Essentially, the user has to apply the KB filter twice when using search terms, so the first step (selecting a specific KB via the tile) is redundant really.
Hope this explains the process better. I seem to have given the impression that KB filtering isn't possible, which it is. This applies to the Knowledge portal. Not sure about the VA.
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‎01-20-2023 09:50 AM
