"Country" tab in SN Knowledge Article is not being ingested as a user criteria

Forum|Forum|1 year ago
October 7, 2024
3 replies
51 views

Hi Team,

Country tagging on the title works well however there are instances specially in HR wherein there are multiple countries are to be tagged and putting all of the country names in the title will sometimes exceed character limitations.

We would like to request for the Country tab to also be ingested and identified as a criteria for knowledge when it is being served as a result. This ensures better accuracy as well as ensure that articles created will only be available to the users in the specified countries. HR articles have confidential processes that should not be visible from one country to another.

Regards

Sujit

rgeroulo

Community Manager

Hey Sujit,

Leveraging the country within the title is used for knowledge Profile Boosting. This profile boost will “boost” that article in the results when the Knowledge Plugin is called. For example, if a user is a manager of a global team and has permission to view articles in other countries including their own, then this functionality should boost their own country’s articles within the knowledge result rankings.

However, if your use case is around confidentiality / security controls, we recommend using ServiceNow user criteria (can read / cannot read) to ensure that users in another country should not be able to view or access the knowledge not relevant to their country. This will also ensure better accuracy when serving region specific knowledge to users.

Alex

Employee

Hello @sujit gaikwad ,

Like Ryan mentioned above in order to restrict those articles to be presented for specific users in different countries, you can use the out of the box fields (can read / cannot read) in ServiceNow. This article gives you more details about how this works.

If you want to use the country tagging to restrict articles from being presented, you can just move the logic of the Country tab in the Can Read / Cannot Read fields.

andrew.mairena

Community Manager

1. New→3. Existing Functionality/Native Skill

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