Configure globally searchable knowledge articles

Define an encoded query for knowledge articles that you want to make searchable in any language.

Before you begin

Role required: ais_admin

About this task

By default, AI Search only matches translated content records, such as knowledge articles, that are in the user's ServiceNow AI Platform® session language. For example, a user searching from a Spanish user session only matches Spanish knowledge articles. For full details on this restriction, see Searching translated content.

Note:

If you've configured a global fallback locale, search can match translated content records in that locale's language as well as in the user's session language. For more details on this approach, see Enable a global fallback locale for translated content.

To enable users to search for knowledge articles in any language, you can define an encoded query as the value of the glide.ais.global_searchable_filter.kb_knowledge system property. Records that match this query are globally searchable, meaning they bypass the normal language filters and can be matched regardless of the search's language. As an example, a user searching from a German user session can match English or Japanese knowledge articles as long as they match the encoded query.

Figure 1. Search result languages with globally searchable articles

Note:

To generate knowledge article query strings for your encoded query, you can navigate to All > Knowledge > Articles > All and follow the steps found in Generate an encoded query string through a filter. For descriptions of encoded query syntax and operators, see Encoded query strings and Operators available for filters and queries.

Procedure

1. Navigate to the System Property [sys_properties] table's list view.
   1. Select All.
   2. In the Filter field, enter sys_properties.list.
   3. Press Enter.
2. Open the glide.ais.global_searchable_filter.kb_knowledge system property record.
3. In the Value field, enter a filter expression specifying the knowledge articles that you want to make globally searchable.
4. Select Update.

Result

Knowledge articles that match your encoded query can be returned as results for user searches in any language.

Make knowledge articles in the Email category globally searchable

Here is an example that defines the encoded query kb_category=5681bf8bff0221009b20ffffffffff95 to make knowledge articles in the Email category globally searchable.

Figure 2. Email category encoded query for knowledge articles