KB articles search in ServiceNow Virtual Agent

[Neeta1]

Hi Experts, 

We want to enhance the KB article search in virtual agent.

How to improve on below -

1. How to display high/low rated articles search ?
2. Can we get category wise KB search and then article?

Thank you.

[Mark Roethof]

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

[Neeta1]

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.

[Mark Roethof]

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

[Anshul Agarwal]

Use the booster rules for the Search application. You can enhance the search quality using these booster rules.

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