KB Article Indexing

Greg Harabedian
Kilo Explorer

‎04-04-2022 08:59 AM

I'm trying to better understand how to configure KB articles to be found when searching.  Are keywords used to improve search results or is there some other mechanism used?  For example, if I search for a particular word (e.g. "standards"), I would expect all of the articles across all KBs to be returned that have "standards" in the keywords list.  However, I am seeing articles that don't have "standards" in the keywords list, but do have "standards" in the body of the the article being returned.  I'm basically trying to understand how the search engine works so I can configure articles to return higher in my search results.  

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Filipe Cruz
Kilo Sage
Kilo Sage

‎04-04-2022 02:19 PM

Hello Greg,

Please carefully read the bellow document from ServiceNow about the Zing search engine. This document explains how the Zing engine calculates the knowledge article scores:

Zing computes document scores using three components

 

Hope this helps you better understanding how to tune your articles for better search results.

Please mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz