Suggested knowledge articles when submitting queries

[Ashish32]

Hi there,

We want to restrict suggested knowledge articles for users when they are submitting queries to just the articles in their knowledge base.

For context:

Currently in my organisation we have around 80 knowledge bases in ServiceNow for HR. The knowledge bases are split into 79 country knowledge bases for localised content for our various markets and 1 global knowledge base with information which is applicable to all our markets.

Right now when our users search for content through our search bar or by scrolling through our knowledge catalogue, they only see content which is relevant to their knowledge base and the global knowledge base, until they change their country settings via a filter we have. So far so good.

However, currently when they submit any record producers which we have tagged as a "query" when they start typing, ServiceNow suggests recommended knowledge articles. However, it's suggesting articles from knowledge bases which aren't applicable to our users. For example, if I'm from the UK and when submitting my query I type "Annual Leave", I'm getting suggested search results from articles from all  of our knowledge bases  which contains articles containing the words "Annual Leave".

Is it straight forward to be able to restrict the suggested articles to just the users applicable knowledge bases which come up when typing a query into a record producer?

Thanks!

[Allen Andreas]

Hi,

You may need to consider filtering the contextual search to only search in relevant knowledge bases. Hopefully you have a way to identify that on behalf of the user such as some sort of location value on the knowledge base and then you use the user's country or something to compare against. See this thread for how to filter the contextual search results: https://www.servicenow.com/community/in-other-news/filter-your-contextual-search-results/ba-p/227695... 

As a side note, I would recommend reviewing knowledge blocks so that you wouldn't need to have 80 knowledge bases. Knowledge Blocks allow you to create individual blocks for use inside of a knowledge article and limit who sees them. Such as an HR policy with a header that applies to all, but then the body, certain pieces may apply to UK vs. USA vs. India and so those Knowledge Blocks can have user criteria applied on them to only show for 'x' users. That way it's one knowledge base, with one article, with several knowledge blocks that determine the content the user sees.