In Virtual Agent, the Search Knowledge Base topic (Contextual Search) displays a link and a text snippet for each of the KBs that matches the criteria. The link is the short description of the KB and the text snippet is taken from the KB Article body. However, the text snippet is not always taken from the top position of the KB Article body. Below an example:
1. Access instance
2. Go to
3. Select "Search Knowledge Base" from the topic list
4. Type apple
5. The list of matching KB articles will be displayed, however the text snippet is not always taken from the top position of the KB Article body
This problem is currently under review. You can contact ServiceNow Technical Support or subscribe to this Known Error article by clicking the Subscribe button at the top right of this form to be notified when more information will become available.