Weighting when searching for knowledge articles

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Rocco K_hling
Tera Contributor

‎04-29-2026 03:26 AM

How is the weighting of the fields within an article and the search location weighted when searching for knowledge articles in ServiceNow?

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vaishali231
Kilo Sage
In response to vaishali231

‎05-03-2026 09:47 PM

Hey @Rocco K_hling 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread . This will help other readers find the solution more easily.

 

Thankyou & Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb





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JeanneWilkens
ServiceNow Employee

3 weeks ago

Hi,

There is a lot of information to consider. The first question is which role you're approaching it from: Knowledge Management, AI Search/SEO, or overall system improvement. Each area has different priorities, but there is overlap.

 

Since we're in the Knowledge Management forum, I'd start here:

Knowledge Management Academy:
https://www.youtube.com/watch?v=UQNJEuc44A0

 

AI Search with Now Assist in AI Search: Ask the experts (AI Academy):
https://youtu.be/jFPxJylDJVw?si=QuXs8M6WW1_TdMue

 

For AI Search, this AI Search Quick Start Guide provides a good foundation:
https://www.servicenow.com/community/intelligence-ml-articles/ai-search-quick-start-guide/ta-p/23075...

 

I would also recommend the AI Academy sessions on AI Search and Now Assist:
https://www.servicenow.com/community/intelligence-ml-articles/ai-academy/ta-p/2522624

 

These should give you an understanding of search relevancy, AI Search architecture, article and search optimization approaches.

Note: These are about a year old, so some product-specific details and interfaces may have changed. However, the core concepts and principles remain relevant and provide a solid foundation.

 

AI Search with Now Assist in AI Search: Ask the experts (AI Academy)
AI Search with Now Assist in AI Search: Ask the experts (AI Academy)
youtube.com/watch?v=UQNJEuc44A0
Join our Ask the Experts event on Now Assist in AI Search! Learn how Generative AI enhances search relevance, streamlines content discovery, and personalizes user experiences. Get practical tips and insights from industry leaders to boost your search strategies and drive better business outcomes ...
Knowledge Management Academy: Ready for AI
Knowledge Management Academy: Ready for AI
youtu.be/jFPxJylDJVw?si=QuXs8M6WW1_TdMue
In this session, we covered how AI is incorporated in to different aspects of Knowledge Management through NowAssist. We reviewed all the areas NowAssist is incorporated, including AI Search, and discussed how articles impact NowAssist Genius Results. We also covered concepts that should be ...
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