ESC Taxonomy ai search not working

Dante Ditan1
Tera Contributor

‎01-26-2023 12:22 AM

Hello,

 

I have enabled the plugin for EC Pro and AI search. I created taxonomies, topics and added content to each topics but when I tried to search it showed nothing.

 

Screen Shot 2023-01-26 at 4.16.25 PM.png

 

Screen Shot 2023-01-26 at 4.16.39 PM.png

 

I have added the taxonomy to the portal. I noticed that changing the Search Application to Service Portal Default Search Application works. 

Screen Shot 2023-01-26 at 4.20.51 PM.png

 

I have 2 different instances that running the same issues.

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Community Alums
Not applicable

‎01-26-2023 12:27 AM

Hi @Dante Ditan1 ,

If you leave AI Search disabled, the portal uses the legacy search experience.

Procedure

  1. Navigate to Service Portal > Portals and open a portal record.
  2. On the form, select Enable AI Search.
  3. In the Search Application field, select the search application configuration to use for the portal.

    A search application configuration defines search experience settings, such as the search engine, search results limit, and suggestions limit. A search application configuration is selected by default, but you can select a different configuration if needed.

    For more information on defining a search application configuration, see Defining search application configurations.

  4. In the Search Results Configuration field, select the search results configuration to enable for the portal.

    A search results configuration defines how search results are displayed. A search results configuration is selected by default, but you can select a different configuration if needed.

    For more information on defining a search results configuration, see Create an EVAM definition.

  5. Select Update.

Now you will need to Align the AI search to limit the search to the content associated with your taxonomy.

Deactivate the existing taxonomy so that the search configurations pick up the content from your taxonomy.

If you have installed a version of Service Portal prior to Rome, and want to use the Employee taxonomy that is provided by default with the Employee Center portal, you must run the fix script. For more information, see Run fix scripts to update Employee Center.

Procedure

  1. Navigate to All > AI Search > Search Experience > Search Sources.
  2. Click ESC Portal Catalogs.
  3. In the Conditions field, set the Taxonomy topic . Taxonomy filter condition to point to your taxonomy to enable the search to focus on the content associated with your taxonomy.
  4. You can modify the other default filter conditions or leave them as-is.
  5. Click Update to return to the AI search source list.
  6. Click ESC Portal Knowledge Bases.
  7. In the Conditions field, set the Taxonomy topic . Taxonomy filter condition to point to your taxonomy to enable the search to focus on the content associated with your taxonomy.
  8. You can modify the other default filter conditions or leave them as-is.
  9. Click Update.

 

Tricia Cornish
ServiceNow Employee
ServiceNow Employee

‎08-20-2024 06:16 AM

Hi Dante - It could be your EVAM configuration is not displaying the cards for taxonomy. Are you able to get your search results in Search Preview? If so, it's your display. 

https://www.servicenow.com/community/intelligence-ml-articles/changing-the-ai-search-navigation-on-e...

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