The Knowledge Base (KB) Search functionality in ServiceNow is designed to help users find the most
relevant articles efficiently. ServiceNow provides various sorting options for search results to ensure
that users can access the most useful information.
Sorting Options in Knowledge Base Search:
When users search for articles within a Knowledge Base, the results can be sorted using three
primary criteria:
Most Recent Update (✅ Option A)
This sorting method ranks articles based on their last modified date.
Newer or recently updated articles appear higher in the search results.
This ensures users see the most current information first.
Popularity (✅ Option B)
Popularity is determined by user interactions such as article views, feedback ratings, and usage.
More frequently accessed or positively rated articles are ranked higher.
This helps prioritize articles that have been helpful to other users.
Relevancy (✅ Option C)
The ServiceNow platform uses an internal search algorithm to determine relevance based on
keywords, titles, and content within the article.
More relevant articles appear at the top, ensuring users get the most appropriate answers to their
queries.
Why Are the Other Options Incorrect?
D . Manager Assignment (❌ Incorrect)
Knowledge articles are not sorted by manager assignment.
Manager assignment applies to workflows and approvals, not to search ranking.
E . Number of Views (❌ Incorrect)
While article popularity is a ranking factor, ServiceNow does not provide a direct "Sort by Number of
Views" option.
The "popularity" metric includes views but also considers other engagement factors like helpfulness
ratings.
Reference from Certified System Administrator (CSA) Documentation:
🔹ServiceNow Docs – Knowledge Management: Search and Filtering
🔹ServiceNow Knowledge Management Docs
"Knowledge articles can be sorted by relevance, popularity, or most recent update to ensure users
find the most useful and up-to-date information."
Conclusion:
✅ The correct answers are:
A . Most recent update (Sorts by last modified date)
B . Popularity (Sorts based on article usage and engagement)
C . Relevancy (Sorts based on keyword matching and importance)
🔹Understanding Knowledge Base search sorting is essential for ServiceNow administrators to help
users find the right information efficiently.
