As we know there is now an Employee Service Center(/esc) available out of the box that can be used by all the departments across an enterprise. This helps to avoid a disjointed experience for an employee who wants to have all the catalogs in one place for all their needs
However, when you activate the Out of the box employee service center pro plugin it doesn’t let you search your knowledge article as you would expect. It normally works on a usual service portal (/sp) but not /esc by default…. why?
This is because out of the box the ‘search source’ record mapped with this portal i.e. ‘knowledge bases’ & ‘Catalogs’ looks for taxonomies mapped with the platform hence it limits the search to content tagged to a topic i.e integrated with the curated experiences feature
To remove this and make the search to happen like the usual way you can make the following changes :
- If you are using zing search then you can simply open the ‘search source’ record and comment out the line that checks for taxonomies record mapped with the portal configuration (screenshot below)
2. In case you are using AI search then you can just remove the filter from the AI search source index record that checks for topic taxonomy of a knowledge base record (see screenshot below)
After making the above changes refresh your portal page and it should work in the same way as you expected
Note: $sp.getTaxonomies() would check for the taxonomies that exists for the portal record. Since it doesn’t exist for /sp hence the search on the typehead-search widget works as expected. But for /esc the taxonomy record exists out of the box (see screenshot below from portal record) hence it limits the search on the portal. If you don’t want to make changes in the search source you remove the taxonomy record from the portal and it would still work however, this is not recommended because removing taxonomy mapping from the portal record would remove the topics that help you navigate to the catalog item too
