Use-case: Links to be displayed and searched in the Portal
Solution: Using External Links and Genius results
External Link
- Navigate to All > Content Taxonomy > External Links.
- Click New.
- On the form, fill in the fields.
- Click Save or Submit.
Control who can access external links by setting the user criteria, which allows access only to specific users, groups, roles, and more. To grant access to the external link, click the Available For tab. To restrict access to the external link, click the Not Available For tab.
Indexed sources
It designates Now Platform tables and external document sets with content that you want to make searchable. An internal indexed source retrieves content and metadata from Now Platform records.
Create an Indexed source
Define an indexed source to make content and metadata from Now Platform table records searchable using AI Search.
- Navigate to All > AI Search > AI Search Index > Indexed Sources.
- Select New.
- On the Indexed Source form, fill in the fields.
- Select Submit.
Indexed source filter conditions
To limit the set of records indexed from a source table, define filter conditions for your indexed source. AI Search only indexes record that match all defined filter conditions.
When a source record no longer satisfies the indexed source's filter conditions, AI Search marks the corresponding indexed record as stale.
Search Source Mapping:
- Navigate to All > AI Search > AI Search Index > Indexed Sources.
- Open the Indexed Source.
- Go to the related list Search Source Mappings.
- Click on the New button. And create new Search Source.
- Click on the Submit button.
Genius Results
Optionally display the best answers for a search query. A Genius Result configuration includes a trigger condition and logic for creating answers.
Create a Genius Result configuration, set its trigger condition, and configure the results displayed on its answer card.
Link a Genius Result configuration to one or more search profiles.
To use a Genius Result configuration, link it to a search profile. AI Search evaluates the Genius Result configuration for all searches made with the search profile.
AI Search evaluates active Genius Result configurations for a search profile in order, from lowest Order field value to highest. The Order field values for linked Genius Result configurations are defined in the search profile's Genius Results related list.
- Navigate to All > AI Search > Search Experience > Search Profiles.
- Open the search profile that you want to link the new Genius Result configuration to.
- In the Genius Results related list, select Create and Link.
- On the AI Search Genius Result Configuration form, fill in the fields.
- Select Submit.
The new Genius Result configuration appears in the Genius Results related list.
Enable AI Search for the Portal
Navigate to All > Service Portal > Portals.
Open the portal record. For instance, select the Service Portal record.
EVAM View Config:
From the portal record open the Search Results Configuration record i.e., Service Portal Search.
Open the Service Portal Search Bundle record from the EVAM View Config Bundle M2Ms related list.
Create new EVAM View Config by clicking the New button.
Fill in the details on the form and click on the Submit button.
AI Search Search Profile Search Source Mappings
- Navigate to ais_search_profile_ais_search_source_m2m.LIST
- Click on the New button.
- Create new AI Search Search Profile Search Source Mappings.
- Select search source as Content Items.
Verify it as added in the Navigation Tabs related list of Service Portal Default Search Application.
Optional:
To make default URL to open this External links when clicking Knowledge Base from the service portal.
Open the instance link of the knowledge base and change the URL as shown below. The sys_id should be replaced with the sys_id of the Content Items that were added in the Navigation Tab (as shown in the previous step). Additionally, to show all the results, add *** to the URL.
Result
Open the service portal (https://<instance_name>.service-now.com/sp).
Click on the Knowledge Base.
