KB articles search in ServiceNow Virtual Agent
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04-07-2023 03:37 AM
Hi Experts,
We want to enhance the KB article search in virtual agent.
How to improve on below -
- How to display high/low rated articles search ?
- Can we get category wise KB search and then article?
Thank you.

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04-11-2023 05:15 AM
Hi there,
Can you share what KB article search you have in place? Is it a custom one, an out-of-the-box one, an old out-of-the-box one?
Anyway, sounds like should be possible. Most likely theres a query, perhaps in a Script Include, which can be enhanced.
Kind regards,
Mark
Kind regards,
Mark Roethof
Independent ServiceNow Consultant
10x ServiceNow MVP
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~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field
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04-14-2023 03:29 AM
Hi Mark,
Thanks for your response.
Currently we are using old OOB search.
Could you please share some more details which script include needs to enhance ?
Thank you.

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04-14-2023 04:50 AM
I have to find some time to reproduce. Though maybe this already helps you in the right direction:
- 2020-01-27 - Article - Virtual Agent Search Knowledge Base results sorted by Most Viewed
Kind regards,
Mark
Kind regards,
Mark Roethof
Independent ServiceNow Consultant
10x ServiceNow MVP
---
~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field
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04-24-2023 03:04 AM
Use the booster rules for the Search application. You can enhance the search quality using these booster rules.
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