Faceted Search widget

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Faceted Search widget

    The Faceted Search widget in ServiceNow’s Service Portal allows end users to refine search results using defined search facets. This enhances the search experience by enabling users to filter results for a more relevant output, such as isolating knowledge articles or specific categories.

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    Key Features

    • Dynamic Facets: Available facets adjust based on the search query, allowing users to progressively narrow their results.
    • Refinement Tools: Users can utilize facets, tabs, and breadcrumbs to filter searches. Selected facets are displayed as pills, making it easy to track selections.
    • Search Flexibility: Users can clear facet selections, initiate new searches, and switch between tabs without losing the context of their previous selections.
    • Instance Options: Configurable settings for the widget include titles, icon options, search limits, and display behaviors tailored to portal needs.

    Key Outcomes

    By implementing the Faceted Search widget, ServiceNow customers can provide a more tailored search experience, leading to improved user satisfaction and efficiency. The ability to configure facets and other settings ensures that the search functionality aligns with organizational needs, ultimately helping users find relevant information quickly.

    The Faceted Search widget displays search results and search facets defined for a search source. The Faceted Search widget enables end users to filter search results for a more meaningful result set.

    Using the widget

    You can use facets, tabs, and breadcrumbs to refine your search in Service Portal. For example, you can filter search results to only knowledge articles by selecting the Knowledge tab. Or, to filter search results by certain knowledge categories, you can select one or more facets.
    Figure 1. Faceted Search widget
    Faceted Search widget showing results for "Email"

    The available facets are dynamic and based on the search. As you select facets, the search narrows and the number of available facets decreases. You can see which facets you've selected by viewing the pills in the facets panel. If you select a different tab, the selected facets are carried over and applied to the search criteria.

    You can broaden your search by clearing an individual facet selection or selecting the All tab. To clear all facet selections, select Clear all.

    You can initiate a new search by entering a new search term in the typeahead search box. After you enter the new search term, the system clears the facet and tab selections from the previous search. You can refine your new search by selecting new facets or tabs.

    For more information on configuring the available facets, see Create a facet in an AI Search application configuration.

    Instance options

    Use the instance options to configure the Faceted Search widget for a portal page.
    Field Description
    Presentation
    Facet List Title Display title for the facet component.
    Typeahead Search - Title Default text in the typeahead search component.
    Typeahead Search - Color Whether the glyph in the typeahead component is filled in.
    Typeahead Search - Glyph Icon that appears in the search field beside the widget. The search icon is the default. To use a different icon, type the name of the icon in the field, for example search-plus. For a list of icons to choose from, open the instance options for the Icon Link widget.
    Typeahead Search - Size Determines the font size and height of the widget. Choose from xs, sm, md, and lg.
    Show Typeahead Search Box Option to show or hide the search box on the portal page.
    Behavior
    Max results for All search Maximum number of results that display for all search sources when viewed together.
    Max results for single search source Maximum number of results that display for a single search source.
    Show Did You Mean Displays suggestions when a search produces no results.
    Typeahead Search - Limit Number of typeahead search results displayed. The default is 15.
    AI Search
    Placeholder

    Text that appears in the search box before the user enters anything. By default, the placeholder text is Search.

    Note:
    This instance option applies only if AI Search is enabled in your portal. For more information on enabling AI Search for Service Portal, see Enable and configure AI Search in Service Portal.