Suggest kb articles in a form based on variable( text field)

[Ragavi2]

Suggest KB articles based on the text entered by end user in form .

[Sagar Pagar · Accepted solution]

Hi,

Go through the the contextual search for short description field on incident form.

It is configured out of the box to search knowledge articles based on Short Description.

Contextual search

Thanks,
Sagar Pagar

[Ragavi2]

Hi Sagar,

Thank You .

[Brian Bakker]

Hello Ragavi,

The ServiceNow Platform also has Machine Learning Capabilities that support this feature to make suggestions to the end user that take it to the next level. Please review our documentation on -

Predictive Intelligence for Incident Management

Note: For new incidents, the following solutions can be applied and presented to the end user via Agent Assist in the Workspace. However, the plugins [com.snc.contextual_search_ml] and [com.snc.incident.mim.ml_solution] must be active, before you install this plugin -

• Similar Open Incidents
  Similar Resolved Incidents
  Similar Incidents
  Similar Knowledge Articles

Predictive Intelligence for Knowledge Management

Hope this helps,

Regards,

Brian