Knowledge article is getting opened in kb_view.do from end user portal

[amit_kishore]

Hi All,

Here we have a query about opening the knowledge article at end user portal.

When we search for any article in the "client esc" portal through the Topics (Search Knowledge base; OOB) in virtual agent with Now Assist, it gets open in

esc?id=kb_view.do&sys_id=XXXXX

However it should get opened with 

esc?id=kb_article_view&sys_id=XXXXXX

Can anyone let us know how can we make the consistency in the KB article link between "Topics" and "normal search ".?

Regards,

Amit

[Bhuvan]

@amit_kishore 

Follow below knowledge article

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1888135

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Dr Atul G- LNG]

Hi @amit_kishore 

Check the KB shared by @Bhuvan  

[SupriyaWaghmode]

Hello @amit_kishore ,

need to implement the code for the Script Response Message in the Bot Response Script Output to display the relevant Knowledge Base (KB) articles.
As you’ll notice, only minor changes have been made—primarily related to the KB URL format, such as id=kb_article_view.

Please verify the portal configuration to ensure the widget is correctly set up to search and display KB articles. The widget should include the KB URL details as specified.

More reference :

https://www.servicenow.com/community/virtual-agent-nlu-articles/fix-virtual-agent-topic-search-knowl...

If this resolve your question please mark as "accepted solution ".

Thanks & Regards ,

Supriya Waghmode |ServiceNow Consultant

www.linkedin.com/in/supriya-waghmode