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content-recommendation

Rank knowledge articles by category, keyword overlap, and historical usage for incidents.

34|13|Updated Feb 6, 2026
Search Tags:#search#knowledge#recommendation#knowledge-management#incident#matching#case
One-click install
npx skills add https://github.com/Happy-Technologies-LLC/happy-servicenow-skills --skill content-recommendation
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: content-recommendation
Source: https://github.com/Happy-Technologies-LLC/happy-servicenow-skills/tree/main/skills/knowledge/content-recommendation
Command: npx skills add https://github.com/Happy-Technologies-LLC/happy-servicenow-skills --skill content-recommendation

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

Knowledge workers need fast access to the most relevant articles to resolve incidents or cases, reducing MTTR and improving user satisfaction.

Core Features & Use Cases

  • Category-based article discovery within the same knowledge domain as the incident or case.
  • Keyword-driven ranking prioritizing articles with overlapping keywords from descriptions and history.
  • Historical usage and quality signals favor articles used to resolve similar incidents and with positive feedback.

Quick Start

Ask the AI to surface top knowledge article recommendations for a given incident or case.

Frequently Asked Questions about content-recommendation

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I find relevant knowledge articles to resolve IT incidents faster?▼

Recommendations apply category matching, keyword overlap, and historical usage to rank articles for IT service management contexts, reducing mean time to resolve incidents.

How does knowledge article matching work for active cases?▼

Knowledge article matching compares incident descriptions against article categories and keywords. It ranks results using past usage in similar incidents, ratings, recency, and view counts to ensure relevant resolution suggestions.

Can I use keyword overlap to suggest articles for incident management?▼

Yes, keyword-driven ranking prioritizes articles with overlapping keywords extracted from incident descriptions and history, ensuring that the most contextually relevant knowledge articles are suggested for active cases.

What is the best way to rank knowledge articles for similar incidents?▼

The best approach combines category matching, keyword overlap, and historical usage signals such as past resolution success, article ratings, recency, and view counts to rank relevant knowledge articles for IT service management incidents.

Does knowledge article recommendation work without external dependencies?▼

Yes, knowledge article recommendation works without external dependencies, using internal category matching, keyword overlap, and historical usage signals to surface and rank relevant articles for active incidents.

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