In search box on portal what gets the results based on keywords

[sbeginner]

In Portal search box, when I type keywords it is getting me kb articles and few other pages related to that keyword. Now few items dont have keywords in their name but it is there in their description. How should I explain this to customer in technical terms that keyword search gets all the relevant searches there. Any help would be appreciated.

[Saurav11]

Hello,

If you Portal uses zing search please check the below article on how ServiceNow determines the search ordering:-

https://docs.servicenow.com/bundle/tokyo-platform-administration/page/administer/search-administrati...

Please mark my answer as correct based on Impact.

[Saurav11]

Hello,

If my answer helped you can you also mark it as correct.

Thanks.

[Mohith Devatte · Accepted solution]

hello @sbeginner ,

Service portal search box gives the search results based on the search sources you configure for your portal .

Example :

Knowledge base  -If you search for an article it goes to knowledge base table and finds an article with the matching key word you typed 

catalog item - Catalog items come from maintain items table which can be a search source for your portal 

So every portal has its own search sources and its configurable .You can add as many search sources you want to your portal.

How to add ? - Check this link for more info on how to add more search sources to your portal .

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/build/service-portal/task/add-table...

Hope this helps you in understanding 

Mark my answer correct if it helps you 

Thanks

Mohith Devatte