Topic Page as Search Result

[Katie McChesney]

Hello, we have recently implemented Employee Center Pro and are trying to configure the AI Search functionality. We've set it up to return knowledge articles, people, and catalog items, but have not been able to get it to search the content on the topic pages and then return the page as a result. 

For example, if a user searches for "benefits" the search results show the related knowledge content, catalogs, and employees, but the Benefits topic page is not in the search results. Benefits is a child topic of our main HR topic in the taxonomy for the ESC, so we feel that it should be a search result.

We have many topic pages with additional HTML content on them, but are unable to get the pages to show up in the search results. Ideally, we would be able to index all of the HTML content on the page and have the page itself show up as a search result. We have been able to get 'Pages' as a search result category, but it takes us directly to the page record within the system, not the portal page on the ESC.

Has anybody had this issue and been able to solve for it? Happy to provide additional information or clarification, if necessary. We can't be the only org that wants the topic pages as search results, right?

[Alex Edmiston1]

I'm not sure if you can display topics in the search results directly but in Utah you can filter content by Topic which could get you closer to what you're looking for.  

[Andrew Swallows]

Hey Katie, I'm doing this in a sub prod right now, so there may be more tweaking:

Create an Indexed Source:

You will need these field mappings (values are very specific):

Create the index (you can choose just Topics table) - this may take time to complete, but on my OOTB instance it was about 15-30 seconds. You can move on and check the related list "Index History" on this index record to see progress.

Then add that to your search profile (Create and Link Search Profile, or make search profile then link it):

You can now search:

UPDATE:

There is a known bug fixed in Utah.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1166041

If your result opens in a new tab and looks like the backend form, you will need to update an EVAM action script:

Remove the url line and save (make sure to remove the comma in the line above):

[Andrew Swallows]

This covers custom index a bit, but they do not quite get there on the display field mapping:
https://developer.servicenow.com/blog.do?p=/post/lchh-quebec-ai-search/

To customize the look / feel, you may have to go into EVAM they mention:
https://developer.servicenow.com/blog.do?p=/post/quebec-ui-builder-evam/

Documenting this for my own reference later as well 🙂

[Katie McChesney]

Thanks for the detailed reply! I'll be trying this in one of our lower environments - will post any challenges or findings here.