Dear Anu san,
Thank you very much for your comment.
I understand just installing related plugins, we can use the feature (and people can use it with VA).
For the 1st case, could you confirm my understanding is correct:
Specific Steps
1. Retrieve User Attributes
Reference the
Location
and
Language
fields from the user profile (
sys_user
table) in ServiceNow.
If custom attributes are needed, add them to the user table.
2. Connect to External Repository
REST API/GraphQL API Call
Fetch article information from the external knowledge base using APIs from ServiceNow.
Scheduler/Import Set
Periodically retrieve article data from the external repository and import it into a ServiceNow table or the Knowledge Graph.
3. Import into Knowledge Graph
Convert the retrieved article data into the Knowledge Graph data model and add them as nodes.
Assign attributes such as "Location" and "Language" to each article node.
4. Filtering by Attributes
Based on the user’s location and language information, search and extract only the relevant article nodes from the Knowledge Graph.
This can be implemented using GraphQL queries, ServiceNow scripts, or search queries.
5. Present to the User
If using Virtual Agent, embed the above search logic in the conversation flow to present only relevant articles to the user.
For custom UI or portals, similarly filter and display articles according to the same logic.
Example Implementation (Pseudo-code)
// 1. Retrieve user attributes
var userLocation = gs.getUser().getLocation();
var userLanguage = gs.getUser().getPreference('glide.ui.language');
// 2. Filtering search from Knowledge Graph
var articles = getKnowledgeGraphArticles({
location: userLocation,
language: userLanguage
});
// 3. Present results to the user
displayArticlesToUser(articles);
Because we cannot find any useful articles explaining the configuration we are not sure whether the above steps are correct.
We would appreciate it if you could help us.
Best Regards,
Koyama
