Assign Knowledge article search languages by country

  • Release version: Yokohama
  • Updated February 4, 2025
  • 1 minute to read

    • Improve multilingual search recall by defining a set of Knowledge article search languages for each user country. User searches can match Knowledge articles in any of the search languages specified for their country as well as in the language associated with their ServiceNow AI Platform® session.

    Before you begin

    Role required: ais_admin

    About this task

    By default, user searches only match Knowledge articles in the language associated with the user's ServiceNow AI Platform session. As an example, a user searching from a Japanese session only sees search results for Japanese-language Knowledge articles.

    Search administrators can expand the recall of Knowledge article searches for a country's users by specifying additional Knowledge article search languages for that country. For example, suppose you specify the Knowledge article search languages English and French for the country of Japan. With these country-to-language mappings in place, a user searching from a Japanese session can see search results for Knowledge articles in English and French as well as for articles in Japanese.

    Procedure

    1. Navigate to the AI Search Country To Search Language [ais_country_to_search_language] table's list view.
      1. Select All.
      2. In the Filter field, enter ais_country_to_search_language.list.
      3. Press Enter.
    2. For each Knowledge article search language that you want to map to a country, create a new record in the table.
      1. Select New.
      2. On the AI Search Country To Search Language form, fill in the fields.
        For a description of the field values, see AI Search Country To Search Language form.
      3. Select Submit.
        Note:
        You can define multiple AI Search Country To Search Language records for the same country, as long as each one has a different Knowledge article search language. If you attempt to create multiple records with the same country and the same Knowledge article search language, the system displays a warning message and the record insert operation fails.

    Result

    When users in a country with one or more Knowledge article search languages defined perform a search, they can match Knowledge articles in those search languages as well in the language associated with their ServiceNow AI Platform session.