Virtual Agent Knowledge FAQ's

[Laura Dale]

Virtual Agent searches the entire KB database that you point to, it's also supposed to search on Self-Service Articles in particular as well. How do you ServiceNow Admins setup VA to look at Self-Service KB's? How do you identify your Self-Service Articles? so that VA will look at those. 

Currently our Self Service Articles are identified only in the short description of the article: In example: Self-Service: How to resolve unable to change aux ready in Avaya One-X

[Chris D]

VA uses either Contextual Search or AI Search so any questions regarding the technical searching capabilities would be best addressed in their respective docs or forums.

I know with AI Search you can easily add Result Improvement Rules to "boost" certain results - for example, we actually have a boost for KB articles in our primary self-service KB - and this will apply to wherever you're using the AI Search application - in our case, the Portal and VA. This sounds like what you're looking for.

Not sure if Contextual Search has a similar easy option, but the search tools are quite robust so there may be a different way to boost its results there.