How to exclude Content Item from Contextual Search Result

[Ayaka KAZAMA]

In my environment, in order to show Knowledge Article on Service Catalog search on Service Portal, I use Content Item to show Knowledge Article on Service Catalog.

When I implement Contextual Search on Virtual Agent to show Catalog Items and Knowledge Articles, result shows only Catalog Items not Knowledge Articles. I used Search Context called "Incident Deflection" (sys_id: 091fa3d3c37221003d2ae219cdba8f0e), as well as created new Search Context with "Knowledge and catalog" searcher, but both of them did't work.

In the result, Content Item shows nothing, so I want to exclude Content Item on the result. How can I implement Contextual Search with the result of Catalog Items (exclude Content Item) and Knowledge Articles?

[Cau Thoong]

Hi Ayaka,

Are you using the sys id in the context (string) field? Originally, I had only knowledge articles, but I changed it to use "Incident Deflection" like you did and it's returning both catalog items and knowledge articles.

Best,

Cau

RTI International

GTS ServiceNow Operations

[Ayaka KAZAMA · Accepted solution]

Thanks for your suggestion!

I know with "Incident Deflection" I can show both catalog items and knowledge articles. What I want to do is to show record producer (one of the catalog items) and knowledge articles.

I've asked this question to Now Support and turned out I cannot do this with Contextual Search.

If I want to do this, it seems that I have to implement customized AI Search.

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/virtual-agent/task/crea...