Enable and configure AI Search for Knowledge Management Service Portal

Enable and define the AI Search experience in Knowledge Management Service Portal.

Before you begin

Role required: sp_admin or admin

About this task

All new and existing customers must manually enable AI Search in the Knowledge portal. If you leave AI Search inactive, the portal uses Zing search by default.

Procedure

1. Navigate to Service Portal > Portals and open the Knowledge Portal record.
2. On the form, select the Enable AI Search check box.
3. In the Search Application field, select the Knowledge Portal Search Configuration to use for the portal.
   A search application configuration defines search experience settings such as the search engine, search results limit, and suggestions limit.
4. In the Search Results Configuration field, determine how search results are displayed by selecting the Knowledge Portal Search.
5. Select Update.
   Important:

   • The View count and Rating facets that are available in Zing search aren't available for AI Search.
   • If you select a Knowledge Base from the Knowledge Portal, you will be directed to the AI Search results page. Because you are not entering a search term, the placeholder “***” will be displayed instead of a search term. You can enter a search term on the search results page or select additional filters as needed to refine your results within the selected knowledge base.

Result

AI Search is enabled throughout the Knowledge portal. Customers can use AI Search from the search bar on the portal.