getting results in Service Portal from a-z order

[Alon Grod]

Hi,
Im using esc Portal.
Im trying to arrange the search result in A-Z order according to the title but I had no luck.

[Matthew_13]

Hi my friend,

You’re not doing anything wrong here this is actually a limitation of how Employee Service Center (ESC) search works that's crazy.

Even though the Search Sort Option lets you pick Title, ESC search doesn’t truly sort results A–Z by that field. The search results are driven by the search index and relevance ranking, and Title isn’t consistently used as a sortable indexed field, so the setting is effectively ignored.

What does usually work is sorting by Name instead. If your records use name similarly to title (which is common for KB articles and catalog items), set the sort field to Name (Ascending) and you’ll get a reliable A–Z order.

If Title order is critical, the only practical workaround is to align or copy the Title value into the Name field and sort on that. Otherwise, ESC is designed to prioritize relevance over strict alphabetical ordering.

So in short:
• You’re not missing a configuration
• A–Z by Title isn’t supported OOB in ESC
• Name (Ascending) is the safest alternative

@Alon Grod - Please mark Accepted Solution and Thumbs Up if you find Helpful!

[Alon Grod]

@Matthew_13 it must be a string field and 'Name' is not a string field is a translated text field

[Matthew_13]

Yep — that’s the key detail.

Because Name is a translated text field, it isn’t treated as a true string by ESC / AI Search, so it can’t be reliably used for A–Z sorting. Same issue applies to Title if it’s translated. From the platform’s point of view, translated fields simply aren’t sortable strings.

Practically speaking, there’s no OOB way around that. The usual workaround is to add a non-translated string field, copy the value you care about into it (via a BR or Flow), and sort on that instead.

So you’re not missing anything — this is just one of those search framework limitations.

@Alon Grod - Please mark Accepted Solution and Thumbs Up if you find Helpful!