Is it possible to control AI search Search Sources/Search profiles using roles

[PriyankaS458006]

Hi
Requirement-when ITIL users access Esc portal or virtual agent(as a end users), search results should display only End user knowledge base articles.
The IT4IT KB should be restricted and visible internally (only in Agent workspace/fullfiller view/Internal agent-facing contexts.

Current issue-ITIL users logging into esc portal can currently see all knowledge articles including it4it kb-which should not be exposed in portal or VA search.

Current configuration: 
AI Search Search Profiles-ESC Portal Default Search Profile
Search source-ESC Portal Knowledge Bases
we do have separate search sources configured in our instance already for- ESC portal & VA 

Questions-
1. Is it possible to control AI search Search Sources/Search profiles using roles???
should this use case can be developed?

1. Is this approach aligned with ServiceNow best practice?

2. What configuration pattern provides the cleanest separation between:

   • ITIL as end user

   • ITIL as fulfiller

3. How can we ensure optimal GenAI grounding without mixing agent-facing knowledge into end-user channels?

[rpriyadarshy]

@PriyankaS458006  Your use case is expected behavior for KB and catalogs Both because subset of end users are agents/L2/L3 people with ITIL Role .

Just Curious to know what is the  business need for above Use Case?

Create/adjust two AI Search Search Sources (same KB indexed source) with filters: End‑User KB only for ESC/VA, and IT4IT KB for internal/agent contexts—Search Sources are designed to filter which KBs appear per experience

Regards

RP

[PriyankaS458006]

Hi @rpriyadarshy 

Currently, When users with ITIL roles search from Esc Portal or Virtual Agent, the search results include:

• IT4IT Knowledge Base

• End User Knowledge Base

This leads to:

• Too many results

• Irrelevant or overly technical content

• Confusing answers for ITIL users who are acting as end users

As a result, trust in Virtual Agent and GenAI responses decreases.
We want to:

Improve the relevance and clarity of search results for ITIL users acting as end users, without impacting:

• Catalog items/ Record producers/Existing chat request flows
  
  

Acceptance criteria:
When ITIL users access Portal or Virtual Agent as end users, search results should only include:

• End User Knowledge Base

The IT4IT Knowledge Base should be available only in:

• Agent Workspace/Fulfiller views/Internal agent-facing contexts

Current kb_knowledge_base setup/configurations in instance :  
1) End User Knowledge  

[ can read: IIG - All users   , Can contribute: users with 'itil' role, users with 'knowledge' role for kb]

2) IT4IT

[ can read : safety and security incidents/users with grc role/Users with ITIL role , 
can contribute : Users with ITIL role ]

[rpriyadarshy]

As I Stated earlier - Did u tried Restricting the IT4IT Kbs from Portal Search Sources?

Regards

RP

[PriyankaS458006]

Hi @rpriyadarshy ,

Yes, i've updated the search source (ESC Portal Knowledge Bases)
with condition- 
Knowledge base = End user KB; also tried with KB does not contain IT4IT

However, when i test with an ITIL user on the portal, it's still searching the IT4IT KB