Customizations in the OOB Search Page in service portal

[Sindhuja10]

I have the genius results card available in our portal. I want to customize the border color and other stylings. I want to know if this is possible. Also in the search results displayed I want to add favourite icon to indicate if that record is favourited or not. 

Please help with any pointers.

[Juhi Poddar]

Hello @Sindhuja10 ,

A few pointers based on my experience:

⚠️ Avoid modifying OOB widgets directly

It is generally not recommended to customize out-of-the-box (OOB) widgets. Direct modifications can create upgrade challenges, as platform updates may overwrite your changes or introduce conflicts.

✅ Recommended Approach – Clone the Widget

Instead, clone the Genius Results Card widget and make your customizations in the cloned version.

Steps:

1. Navigate to Service Portal → Widgets
2. Search for the Genius Results Card widget
3. Open the widget and select Clone Widget
4. Update the portal/page configuration to use the cloned widget instead of the OOB version

🎨 Styling Customizations

Once you have a cloned widget, you can modify its appearance by:

• Updating the CSS section to change border colors, spacing, shadows, and other styles
• Modifying the HTML template if additional structural changes are required
• Using the Widget Editor preview to validate your changes

Adding a Favorite Icon

For the favorite functionality, you do not necessarily need to build everything from scratch. ServiceNow provides OOB favorite functionality that you can review and potentially reuse.

In your cloned widget, you can:

• Embed the OOB Favorite widget (if it meets your requirement), or
• Replicate the OOB favorite logic and display a filled/unfilled favorite icon based on whether the current record has been favorited by the user

I would recommend reviewing the OOB Favorite widget implementation first, as it can save considerable development effort and helps maintain consistency with the platform experience.

Hope this helps!

Thank You!
Juhi Poddar

[Tanushree Maiti]

Hi @Sindhuja10 

refer KB /links : 

KB1198812 Update to icons for Genius Results in AI Search 

Quick Guide to Enabling Genius Results

https://www.servicenow.com/community/intelligence-ml-forum/icon-on-suggested-result/m-p/2798673

KB1122783 AI Search or Now Assist QnA Genius Results are not displayed in portal 

Change AI Search Genius Result Icon 

Genius Results Background Color?