Hello,
We would like to understand how Knowledge Base (KB) search and Recommended Actions determine which knowledge articles are returned and ranked in ServiceNow.
Specifically, I have the following questions:
- What criteria are used by KB Search and Recommended Actions when searching for relevant knowledge articles?
- Does the search algorithm consider the KB article affected version (for example, version numbers or article revisions) when determining relevance?
- If multiple versions of the same article exist, how does ServiceNow decide which version to surface in search results or recommendations?
- What factors influence the ranking of results (e.g., title match, keywords, article content, metadata, popularity, recency, user behavior, AI Search relevance, etc.)?
- Are there any differences in how standard Knowledge Search and Recommended Actions identify and rank articles?
Any insights into the underlying search logic, indexing process, or best practices for improving KB discoverability would be greatly appreciated.
Thank You!
JD
