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How can I influence search results in the NAP - Now Assist Panel

Renaud Larcier
Tera Contributor

a month ago

Hi 

 

How can I teach the Now Assist Panel to not surface a response from the general  Servicenow knowledge base before surfacing an article from our own knowledge base ?

For example if asking How do I exchange ?  NAP is responding with an internal Servicenow related response :

 

To set up a recurring key exchange in your instance using Resource Exchange, follow these steps:
1. On the source instance, create a xxx module or access an existing xxxxx module using column_level_encryption and set up the encrypted field configurations for the ciphertext encryption for Key Exchange.......................etc
Related Links:

 

However when I ask 'How do I do an exchange' - note the slight wording diff in the question. I get a reply that is coming from our KB articles which is good 

 

So how can I teach NAP to source first our own KB before any Servicenow internal article or reference 

We still want servicenow articles for questions related for instance  to the use of the  workspace but our KB should be looked at first for all questions

Beside the thumbs up and down what else can I do to accelerate the learning of the Now assist panel so it behaves the right way for us 

 

 

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Marcos Gianoni
Giga Expert

3 weeks ago

The most effective way to influence the search results and prioritize your local content in the Now Assist Panel is by controlling the Search Sources and configuring their Relevance and Order. This involves setting up specific AI Search Configurations and prioritizing your local Knowledge Base source.

 

1. Configure AI Search for Prioritization

 

The Now Assist Panel uses AI Search to power its results. You must ensure your internal KB is set as the primary source.

  • Check Search Sources:

    • Navigate to AI Search > Search Experience > Search Sources.

    • Verify that your Internal Knowledge Base is listed as a separate, active Search Source.

    • Verify that the external ServiceNow documentation (if it is pulling from a federated source or default external connector) is also listed.

  • Adjust Source Rank/Order:

    • The ranking logic determines which sources are queried first and how their results are merged. While the AI Search algorithm ultimately decides relevance, the order of the Search Sources in the Search Application configuration plays a role.

    • Prioritize Local KB: Ensure your local KB Search Source is configured to be favored.

 

2. Configure the Now Assist Panel Search Application

 

The Now Assist Panel typically uses a dedicated Search Application configuration.

  • Navigate: Go to AI Search > Search Experience > Search Applications.

  • Locate NAP Configuration: Find the Search Application associated with the Now Assist Panel (it may be named similarly, e.g., "Now Assist Panel Search").

  • Modify Search Profile: The Search Application points to a Search Profile. Open the associated Search Profile.

  • Prioritize Content Sources: Within the Search Profile, you can explicitly select which Search Sources are used and sometimes influence their relative importance.

 

3. Tuning the Knowledge Base Search Source

 

To improve the likelihood of your local articles being surfaced, ensure their quality and indexing are high.

  • Improve Metadata/Content: High-quality, relevant content with good short descriptions and keywords will be naturally favored by the AI Search relevance engine.

  • Configure the KB Search Source: Ensure the Search Source for your KB is configured to weigh relevant fields (like Short Description or Keywords) highly.

 

4. Accelerating Learning (Feedback Loop)

 

To "accelerate the learning" and ensure the NAP behaves correctly:

  • Use the Feedback: The "thumbs up" and "thumbs down" icons are crucial. They provide explicit feedback to the relevance engine, reinforcing the quality and relevance of the result. Encourage users to use this actively.

  • Monitor Search Logs: Monitor the AI Search Log for the queries that returned the undesired external results. This will help you identify the specific KB articles that should have been ranked higher and adjust their content or the Search Source configuration accordingly.

By explicitly ensuring your local KB Search Source is available and prioritized in the relevant AI Search Configuration, and by leveraging the feedback mechanism, you can effectively "teach" the Now Assist Panel to surface internal knowledge first.

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