Lab Exercise 2 – Configuration of Knowledge Analysis

This lab exercise explains how to configure and perform knowledge analysis in Service Now. It covers three different views for admin users: cluster view, document similarity view, and topic/concept view. The exercise provides step-by-step instructions on how to access and analyze the documents in the repository.

Scenario

An organization is using Service Now as an internal knowledge repository which stores multiple knowledge articles published over the years. Organization has requested a functionality through which its admin users can analyze the documents or knowledge articles which are present in Service Now and govern all sites are users accessing to search for information.

In this lab, we will showcase the detailed procedure for performing Knowledge Analysis. We will configure the system to provide three different kinds of views to the admin user:

Cluster View – depicts how similar documents have been clustered together

Document Similarity View – presents the list of similar documents to the selected document

Topic/Concept View – lists the conceptually relevant documents from the repository

Prerequisites

User should have Super Admin credentials

Collections and Repositories should be configured in the system

Solution

  1. Open BigFix Runbook AI Web URL and login with Super Admin credentials.
  1. Go to Advance Configuration Knowledge and click Knowledge Analysis.
Figure 1. Figure 307 – Knowledge Analysis
  1. Select the Organization for which you want to visualize the data (for e.g. BigFixRunbookAI). Select the Collection from where you want to fetch the data.
  2. Select the Repository from the dropdown list and click Search.
  1. The Search provides a clustered view of the documents present in the selected repository. The left pane displays the cluster and the cluster topics are displayed on the right pane as legends. The counts appearing on each cluster represent the number of documents in each cluster.
Figure 2. Figure 308 - Knowledge Search Repository

Selecting a cluster lists the documents associated with the selected cluster. These document details include Document Title, Source URL of the documents, and the Document Summary.

Figure 3. Figure 309 - Knowledge Search Results (cont.)

Selecting a Document Title presents Similar Documents view, where it shows document information including relevant Topics and Tags, Summary, and the List of all similar documents along with their similarity percentage

Figure 4. Figure 310 – Document Information

You can also get the topic view for all documents for the selected cluster by clicking on the search result bar. This view represents list of relevant Topics arranged by order of their relevance in selected cluster. This also allows you to find/select documents for a particular topic.

Figure 5. Figure 311 - Document Selection

The numerical value against each term represents the frequency of occurrence of a particular term or topic in a cluster.

Selecting a term lists all the available documents containing the selected term.

Figure 6. Figure 312 – View the list of Knowledge

Conclusion

Post the completion of this exercise, you should have a good understanding of performing analysis on collections, repositories and the included documents and knowledge articles.

Related Documentation

BigFix Runbook AI Configuration Guide

BigFix Runbook AI Troubleshooting Guide

BigFix Runbook AI User Guide