Search using Knowledge Management v3

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Search using Knowledge Management v3

    The Knowledge Management v3 allows users to search for knowledge articles directly from the homepage using a search bar. Results are tailored to show only articles and questions the user is authorized to access, though the displayed count may exceed the actual accessible articles due to security rules.

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    Key Features

    • Search Functionality: Users can search using keywords, with results including articles, questions, and attached documents.
    • Result Filtering: Filter search results by knowledge bases, categories, authors, and language, with options appearing based on the search text.
    • Sorting Options: Sort results by relevancy, recency, or views to find the most relevant content quickly.
    • Wildcard Searches: Enable wildcard searches for more flexible search queries under Contextual Search settings.
    • Multi-Language Support: Activate internationalization plugins to enable searches in multiple languages. Users can display results in all available languages simultaneously.

    Key Outcomes

    By utilizing these features, ServiceNow customers can efficiently find relevant knowledge articles, tailor search results to their specific needs, and enhance the overall efficiency of knowledge management within the organization. Note that the Knowledge Management v3 homepage is set for future deprecation in favor of the Knowledge Management Service Portal, which is already active for Madrid and later releases.

    Search for knowledge articles from the knowledge homepage using the search bar on the Knowledge Management v3 homepage.

    Search results include only articles and questions you are authorized to read. The search results count do not take into consideration any security rules set for the articles. The number of articles you can access may be lower than the count displayed in the search results page. Documents that are attached to articles are also listed in the search results.
    Note:
    • To change how the attachments are displayed in the search results, set the How to display attachments in Knowledge Search Results glide.knowman.search.attachment property. Attachments can be displayed with a text snippet, link only, or not at all.
      Warning:
      Attachments set to display with a text snippet may cause slowness.
    • To use wildcards in your search, navigate to Contextual Search > Search Contexts > Knowledge Base Search and select Enable wildcard searches.

    Sort knowledge content by relevancy, most recent update, or number of views.

    Filter results using the check boxes that appear. Filtering options appear depending on the search text.

    Table 1. Filtering options
    Field Description
    Knowledge Bases Select a knowledge base to search. You can select only knowledge bases you can access. If you do not select a specific knowledge base, search results include articles and questions from all knowledge bases that you can access. You can also select a knowledge base from the choice list in the search bar.

    For pinned articles, only those in the selected knowledge base in the corresponding language appear.
    Categories Select one or more knowledge categories. Categories are listed alphabetically.
    Authors Select one or more authors.
    Language
    The multi-language search feature is available when more than one supported language is enabled.
    1. To enable multi-languages, activate the I18N: Knowledge Management Internationalization Plugin v2 plugin (com.glideapp.knowledge.i18n2) or activate one of the internationalization plugins for the language you require.
      Note:
      Activating internationalization plugins for any of the available languages automatically activates the I18N: Knowledge Management Internationalization Plugin v2 plugin.
    2. To display search results in all available languages simultaneously, enable the glide.knowman.enable_multi_language_search property.
      1. Navigate to Knowledge > Administration > Properties > Knowledge Search Properties > Enable multi language search and select the Yes check box.
      2. Enter sys_properties.listin the filter navigator, search for the property to configure, and in the Value field, enter true.
      Note:
      By default, the glide.knowman.enable_multi_language_search property is not enabled. Search results are displayed based on the language you select in the language filter on the Search page.
    Note:

    Starting with the Washington DC release, the Knowledge Management v3 homepage (com.snc.knowledge3) is being prepared for deprecation in the future Y release. It is replaced by the Knowledge Management Service Portal (com.snc.knowledge_serviceportal), which is active by default for customers on Madrid and later releases. For more information about the new experience, see Knowledge Management Service Portal homepage features.