Built something you're proud of? Tell the story. A quick G2 review of App Engine or Build Agent helps other developers see what's possible on ServiceNow. Share your experience.

Now Assist Virtual Agent chat bot will search KB first or topic first?

Lisa71
Tera Expert

‎03-17-2026 01:06 AM

Now Assist Virtual Agent chat bot will search KB first or topic first? Thanks. 

0 Helpfuls
  • 631 Views
8 REPLIES 8

GlideFather
Tera Patron

‎03-17-2026 06:04 AM

Hi @Lisa71,

 

I think there's not any precise answer to this, rather it analyses "everything" and then gives the output which was evaluated as the most suitable... 

_____
Answers generated by GlideFather. Check for accuracy.

0 Helpfuls

Lisa71
Tera Expert
In response to GlideFather

‎03-17-2026 06:14 AM

I didn't customize this but use the OOTB one. 

0 Helpfuls

Dr Atul G- LNG
Tera Patron

‎03-17-2026 06:06 AM

As per my experience, it will search KB first.

*************************************************************************************************************
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls

Eric Merkle
ServiceNow Employee

‎03-17-2026 07:18 AM - edited ‎03-17-2026 07:18 AM

How do you prefer it to work?  This would be helpful since we are exploring a bunch of new options and way to change them. on the latest version it prioritizes AI agents first (unless turned off), if not agents then it search for everything together with limits on how much per type. Now Assist panel in the platform works a little different.

0 Helpfuls