By default, Elevate's Self-Service Assist includes all Knowledge Base content. Your ServiceNow administrator can configure Self-Service Assist to either limit the content to only specific knowledge bases or expand it to include external knowledge.
Limiting Self-Service Assist to Specific Knowledge Bases
- Go to Elevate ITSM or Elevate CSM > Self-Service Assist > Setup & Configuration.
- Click on the Elevate CSM Self Service Portal record.
- Edit the value of Data sources field and set it to a comma-separated list of values in the format [Knowledge Base - ] + [Knowledge Base name]. For example, say your ServiceNow instance has knowledge bases named "IT", "Knowledge" and "Social QA" and you wish to limit Self-Service Assist to only the last two, you would set the Data sources field to Knowledge Base - Knowledge, Knowledge Base - Social QA.
- Click Update.
Including External Knowledge in Self-Service Assist
See How To Add External Knowledge for instructions on including external knowledge.