The CreatorCon Call for Content is officially open! Get started here.

Remove "Genius Results" from ESC search

TimothyPoV
Tera Contributor

‎08-06-2024 06:16 PM

How do we move "Genius Results" from the top of search results when a customer using ESC?

It's a really poor customer experience for our users to search for a term (like "policy") and get "no results generated" .

 

TimothyPoV_0-1722993344044.png

 

 

0 Helpfuls
  • 1,043 Views
3 REPLIES 3

rcard11
Tera Guru

‎08-07-2024 06:00 AM

Hey there!  We had a similar issue and opened a HI ticket.  It ended up being a defect and fixed in the most recent Washington DC Patch.  Here is a link to the PRB:  https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1647708

 

Hope this helps!

0 Helpfuls

TimothyPoV
Tera Contributor

‎08-11-2024 09:55 PM

I can't view the article even when I'm logged in 😞 

 

"This article is available for logged in users."
But I am logged in because I'm able to comment on this tread. 

0 Helpfuls

rcard11
Tera Guru

‎08-12-2024 05:50 AM

No worries.  Here is the article.  But essentially when you update to Patch 5, the entire issue goes away.  If there are no genius results, the box doesn't show at all.  

 

Description

After upgrading to Washington DC Patch 4, on Service Portal and workspace/global search results page, a blank Genius Results card displays at the top. Genius results for an unsuccessful keyword search renders 'No results generated' after taking 9-10 secs.

This issue impacts all customers with any type of genius result configured to any portal or workspace/global search. Whenever a genius result is not returned by the engine, we show the message. The impact is cosmetic and ServiceNow is changing the design to collapse the Genius Results widget when there are no genius results found.

 

Steps to Reproduce

 

  1. Get a Washington DC Patch 4 instance.
  2. Open any portal ESC or SP and make sure AI search is enabled for instance ( All > AI Search Status > AI search is ready)
  3. Make sure these portals have enabled AI search ( All > portals> portal records > Enable AI search marked true)
  4. Make sure there is a genius result configuration for the search profile
  5. Open any portal, go to search for a successful keyword search, for ex: laptop, renders genius result card correctly after 1-2 secs
  6. Now search for an unsuccessful keyword search, for ex: garbage takes time and renders 'No results generated'

Expected behaviour:
Genius Results for an unsuccessful keyword search should show up 'Your search has no matches' almost immediately in 1-2 secs.

Actual behaviour:
Genius Results for an unsuccessful keyword search (for ex: garbage), renders 'No results generated' after taking 9-10 secs.

Workaround

There is no workaround. The problem is fixed in Washington DC Patch 5. Please upgrade to a fixed version that has a permanent fix.

0 Helpfuls