Is this KB structure suitable for chatbot integration in ServiceNow?

[SarraA]

Hi everyone,

I’m designing a documentation structure within the Knowledge Base and I’d love to get your thoughts on whether it could work smoothly with a chatbot (like Virtual Agent) in ServiceNow. Here's the setup:

I created a separate table called "Documentation Type" which includes:

the name of the documentation collection,

the related product,

and a reference to a KB article that serves as the cover page.

Then, KB articles reference this Documentation Type to define which "manual" they belong to. These articles are intended to become main chapters (e.g., Chapter 1, Chapter 2...), with:

the "question" field used as the chapter title,

the "answer" field as the content,

and an "order" field to control the sequence.

Some KB articles can also reference another article using a "Parent" field to form sub-chapters (e.g., 1.1, 1.2, etc.), allowing for a recursive structure.

My question is:
Would this kind of structure be easily consumable by a chatbot or Virtual Agent to dynamically fetch and serve relevant chapters/subchapters based on user questions? Or would you recommend restructuring it differently?

Appreciate any insights, especially from anyone who's implemented a documentation hierarchy for chatbot use.

Thanks!

[Mark Manders]

No, it wouldn't, because you are creating custom functionality that isn't even necessary. Why not just use categories and the articles subject as question and the body as answer? What is the exact use of the custom components you created that you can't handle through OOB? 

If Knowledge Management isn't sufficient, could Documentation management help? I really think you should use the OOB functionality to get this done. VA/Chatbot are already setup to use it and it's easier to find an article then to have it search through all kinds of chapters/sub-chapters, etc.