Search using Knowledge Management v3

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Search using Knowledge Management v3

    ServiceNow customers can efficiently search for knowledge articles and questions directly from the Knowledge Management v3 homepage using a built-in search bar. The search results display only the content the user is authorized to access, including attached documents. The count of search results may exceed accessible articles due to security restrictions.

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    Key Features

    • Attachment Display Options: Customize how attachments appear in search results by configuring the glide.knowman.search.attachment property to show text snippets, links only, or hide attachments. Note that displaying text snippets may impact search performance.
    • Wildcard Searches: Enable wildcard searches by navigating to Contextual Search > Search Contexts > Knowledge Base Search and activating the corresponding setting.
    • Sorting and Filtering: Sort search results by relevancy, most recent updates, or number of views. Filter results using dynamic checkboxes based on search text with options including:
      • Knowledge Bases: Filter by specific knowledge bases accessible to the user. If none is selected, results span all accessible knowledge bases.
      • Categories: Select one or more alphabetical knowledge categories.
      • Authors: Filter by one or more article authors.
      • Language: Multi-language search is supported when multiple languages are enabled.
    • Multi-language Search: Activate multi-language search by enabling the I18N: Knowledge Management Internationalization Plugin v2 or relevant language plugins. Then, set the glide.knowman.enablemultilanguagesearch property to true to display results in all languages simultaneously.

    Important Notes

    • The Knowledge Management v3 homepage is planned for deprecation starting with the Washington DC release and will be replaced by the Knowledge Management Service Portal homepage, which is the default on Madrid and later releases.
    • Search results reflect user permissions, so the displayed count may be higher than accessible articles.

    Practical Benefits for ServiceNow Customers

    By leveraging these search capabilities, customers can quickly locate relevant knowledge content tailored to their access rights and language preferences. The flexible sorting, filtering, and attachment display options enable a more efficient knowledge discovery experience, improving user satisfaction and content utilization within the ServiceNow platform.

    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.