Employee Center - Knowledge Search Icon/Card

[barcar]

In the Employee Center (ESC), when a search is performed, the Catalog Items and Record Producers display the icon configured in their definitions.

But for Knowledge articles, it displays a generic "document" icon despite there being an icon configured on the applicable Knowledge Base. See screenshot.

This seems to be a change in behaviour from the Service Portal which displays the correct KB icon for each article.

Is this expected behaviour? Is it configurable?

[Community Alums]

Hi @barcar ,

This is a expected Behaviour!!

[Dan O Connor · Accepted solution]

@barcar This is how the Out of the box AI Search result cards look for KB Articles.

That card is controlled with what is called an EVAM (Entity View Action Mapper). There is what is called a view template, which effectively controls how data mappings are displayed on the card, relative to the card component.

It may be possible to amend the icon being shown, as the EVAM for ESC Knowledge Search Results is just using a default icon for all results. 

With an EVAM you need to define the fields from the table, which you will then map through the View Template. You can dotwalk here, so in your case you would want to add the Knowledgebase.icon.

You would then need to add this into the view template.

If done correctly, it will return the icon present for the Knowledgebase the article is part of 

[barcar]

Thanks Dan. Seems like a strange design choice to stop respecting the KB icon when the icons for Catalog Items come through as before.