Now Assist for AI Search can still show an answer with a citation from a Knowledge article that is not returned in the list of search results that uses keyword search, and how to fix itIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Knowledge articles are not appearing in the AI Search results when searching with terms that contain keywords from the meta field, even though the meta field is configured and indexed. This applies to all other fields that are indexed on the Knowledge table, but Now Assist for AI Search still can still show an answer with a citation from the Knowledge article that is not returned in the search results. However, it does return the Knowledge article when you explicitly state the OR statement between each word in the search term. In this example the search term "citrix not working" is returning an answer generated by Now Assist, but it doesn't return the Knowledge Article "Citrix - Issues with App" in the search results - When explicitly using the OR statement, it does return the Knowledge article "Citrix - Issues with App" in the search results - Symptoms<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Knowledge articles appear in standard Knowledge Homepage search results that uses the Zing search engineThe same articles do not appear in AI Search results (e.g., Service Portal, Employee Center) when using similar search termsThe meta field contains relevant keywords (e.g., "Citrix, cannot start app, cannot create a secure connection")Searching with partial keywords from the meta field does not return the expected articles in the search resultsAI Search "Genius Results" (Now Assist generated answers) may show the correct article, but it doesn't appear in the regular search results list Facts<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } As per the documentation AI Search system properties, the system property glide.ais.query.search_operator controls the boolean search operator: AND_OR (default): Search using the AND operator. If the search query returns less than one full page of results, automatically resubmit it using the OR operator.AND_OR_ENHANCED: Same as AND_OR, but only if the search query contains more than two search terms after stop word removal.OR: Search using the OR operator. IMPORTANT NOTE: The resubmitted search query only finds records that contain at least half (rounded up) of the terms and phrases in the OR expression. To change: Navigate to System Properties > All PropertiesSearch for: glide.ais.query.search_operatorSet to desired valueTest the search behavior Note: Changing this property affects all AI Search queries instance-wide. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All supported releases with AI Search enabled Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } AI Search uses a minimum term threshold for the OR query matching, which differs from traditional Zing search behaviour: Minimum Term Threshold: The default value is 0.5 (50%), meaning at least half of the terms in the query must be present in the document to produce a match (rounded up).How it works: Search query: "citrix is not working" (3 terms after stop word removal).Required matches: At least 2 terms must be present (50% of 3, rounded up).If the KB article only contains "citrix" but not "not" or "working/work" in any of the indexed fields, it won't match. Difference between search types: Keyword Search (used for search results lists): Uses the minimum term threshold for the OR query matching and uses keyword matching with language stemming.Semantic Search (used for Now Assist Genius Results): Uses semantic embeddings, DPR (Dense Passage Retrieval), and LLM calls, which can understand context better to generate the answer. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Add specific search terms somewhere in the article (title, body, short description, or meta) If you have specific search terms that users frequently use but aren't returning the Knowledge Article in the Search Results, Navigate to the affected Knowledge Article.Ensure at least 50% of the search terms exist somewhere in the article (title, body, short description, or meta).Or add the complete search phrase to the "meta" field removing any stop words. Each search phrase should be comma (,) separated. Example: Add "Citrix not working" to the meta field for the search term "Citrix is not working" because "is" is a stopword.