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

PriyankaS458006
Tera Contributor

‎04-01-2026 10:13 AM

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?

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5 REPLIES 5

rpriyadarshy
Tera Guru
In response to PriyankaS458006

‎04-02-2026 04:45 AM - edited ‎04-02-2026 04:47 AM

Search Profile Points to Search Source .

Search Source Points to an INDEXED Table (Which is Knowledge table here) and Its Controlled using the Filter which is Only Giving End User KBs.

 

This is Strange - Have a look for ITIL user Ai Search Logs or Can you Simulate Same in AI Search Preview Utility. This Utility will give you good idea and Details as below.

 

==========

Query Feedback
query.parse: ***
searchprofile: sn_hr_sp_esc_search_result_configuration
abc.searchProfile: sn_hr_sp_esc_search_result_configuration
query.tokenize: WILDCARD(***)
query.maxCollectedDocs: Max Collected Docs config applied
spellcheck.dictionary: sn_hr_sp_esc_search_result_configuration_default_spell_check_dictionary_xx_3743
spellcheck.dictionary: sn_hr_sp_esc_search_result_configuration_default_spell_check_dictionary
spellcheck.time: 0ms
stopwords.dictionary: default_stop_word_dictionary
synonyms.dictionary: default_synonym_dictionary
l1ranker.warning: Using 'noop' L1 model for *** query
query.termCount: 1
engine.version: 105.0.0.11

==========

You Can also Use Debug AI Search Crawler which is on Top Right of this UI.

 

Regards

RP

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