Scenario

MyCompany organization is using Service Now as an internal knowledge repository which stores multiple knowledge articles published over the years. MyCompany’s operational users have been finding it difficult to search for relevant documents and the results are not relevant information based on user search queries which is impacting the MTTR for incidents.

In this lab, we will showcase the detailed procedure for configuring knowledge sources and providing relevant documentation for user search queries. We will create two collections – one for Service Now (internal repository) and another for open domain sites (e.g. stackoverflow.com)