Viewing search results
Summarize
Summary of Viewing Search Results
This section outlines the components of the AI Search interface utilized for displaying search results on ServiceNow, particularly focusing on the layout and interaction elements available on the search results page.
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Search Result Page Elements
- Search Input Field: Shows the current search query, allowing modifications for new searches.
- Navigation Tab Filters: Provides static filters to narrow results by source, with an option to return to all sources.
- Search Result Sort Order: Displays the default sort order of results, typically by relevance, with options for alternative sorting if available.
- Facet Filters: Offers dynamic filters based on field values, including precomputed date ranges for date fields. Multi-select options allow filtering by multiple values.
- Genius Result Answer Cards: Displays top answers to search queries with actionable links, though not all queries will yield these cards.
- Search Results: Lists results with icons, summaries, titles, and highlighted query terms. Users can view full records or open them in new tabs as needed.
- Auto-Correction Message: Indicates when a search term has been auto-corrected, providing a link to revert to the original term.
Key Outcomes
By understanding these components, ServiceNow customers can effectively utilize AI Search to enhance their search experience, refine results based on specific criteria, and quickly access relevant information. The interface facilitates user interaction, ensuring efficient navigation and improved search accuracy.
Learn about the components that AI Search uses to display results for search queries.
Search result page elements
The layout and appearance of AI Search UI elements varies from application to application. This example shows the elements as they might appear on a Service Portal search results page.
| Element | Description |
|---|---|
| 1. Search input field | Displays the search query that produced the listed search results. You can modify this search query and search again to view different results. |
| 2. Navigation tab filters | Displays static filter options for refining search results by search source. If you want to view only results from a single search source, select that search source's name. To remove the navigation tab filter, select All. |
| 3. Search result sort order | Displays the currently selected sort order for search results. By default, AI Search displays the most relevant results first. To apply an alternative sort order, open this list and select one of the available search result sort options. Note: If no search result sort
options are available, the sort menu doesn't display and results are automatically sorted by relevance. |
| 4. Facet filters | Displays dynamic filter options for refining search results by field value. To expand or collapse a facet, select the + (plus) or - (minus) symbol by its name. To view only search results that contain a specific field value, select the field value option in the facet. Clear the field value option to remove the facet filter.
Note: When faceting on a date field, the
facet options are precomputed date ranges, such as Past 3 months, rather than exact date field values. Selecting an option displays only results that have date field values in
the specified range. You can select and clear these date range options in the same way that you select and clear field value options for non-date facets. Some facets allow you to select multiple field values. Field values in multi select facets display as options instead of links, and include a label showing how multiple selections are applied when filtering
your search results. Labels include:
If your facet filter cannot be applied to search results from the navigation tab you've selected, AI Search ignores the facet filter. |
| 5. Genius Result answer cards | Display the best answers for your search query along with actions you can take directly from each card.
Note: Genius Result answer cards may not appear for all search queries. To provide feedback relating to a Genius Result answer, select one of its Was this suggestion helpful? links. If the answer is relevant to your search, select Yes; otherwise, select No. |
| 6. Search results |
Displays the icon, summary field values, title, and text snippet for each search result, with search query terms highlighted in title and text snippets. Select a result to view its source record in full. When a search result displays the Open in New Tab icon (
 ), you can select it to view the source record in a new browser tab, preserving the state of your search in the current tab.Note: If you select an attachment search result, the system may display the
attachment or may prompt you to download the attachment. |
Auto-correction message
When AI Search auto-corrects a misspelled search query term, a Showing results for <corrected_term> message appears above the search results list.
| Element | Description |
|---|---|
| 1. Typo handling auto-correction message and link to original search term | Displays the auto-corrected query term used for the search. To repeat the search using your original search query term, select the link in the Search instead for <original_term> line of the message. |