Faceted Search widget

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Faceted Search widget

    The Faceted Search widget in Service Portal allows end users to filter and refine search results using dynamic facets, tabs, and breadcrumbs. This enhances the relevance of search outcomes by enabling users to narrow down results, for example, by selecting specific knowledge article categories or tabs such as Knowledge.

    Show full answer Show less

    As users select facets, the search results dynamically update, and the available facets adjust to reflect the narrowed search. Selected facets are displayed as pills, and switching tabs retains these facet filters. Users can broaden the search by clearing individual facets, selecting the All tab, or clearing all facet selections. Entering a new search term resets previous filters, allowing refinement with new facets or tabs.

    Instance Options

    Administrators can configure the Faceted Search widget on portal pages using instance options that control presentation and behavior:

    • Presentation Options: Customize facet list titles, typeahead search box title, icon (glyph) and color, font size (xs, sm, md, lg), and visibility of the typeahead search box.
    • Behavior Options: Set maximum results displayed for combined and single search sources, enable "Did You Mean" suggestions for no-result searches, and limit the number of typeahead results (default 15).
    • AI Search Integration: Define placeholder text in the search box when AI Search is enabled. This requires enabling AI Search in the portal configuration.

    Practical Use for ServiceNow Customers

    By implementing the Faceted Search widget, ServiceNow customers can significantly improve the search experience in their Service Portal by offering intuitive filtering options that help users quickly find relevant information. Configurable instance options provide flexibility to align the widget’s appearance and behavior with organizational branding and search performance requirements.

    For setup and customization, customers can use the Service Portal Designer and widget instance configurations. Additional guidance is available for creating facets within AI Search application configurations, enabling advanced search refinement tailored to business needs.

    The Faceted Search widget displays search results and search facets defined for a search source. The Faceted Search widget enables end users to filter search results for a more meaningful result set.

    Using the widget

    You can use facets, tabs, and breadcrumbs to refine your search in Service Portal. For example, you can filter search results to only knowledge articles by selecting the Knowledge tab. Or, to filter search results by certain knowledge categories, you can select one or more facets.
    Figure 1. Faceted Search widget
    Faceted Search widget showing results for "Email"

    The available facets are dynamic and based on the search. As you select facets, the search narrows and the number of available facets decreases. You can see which facets you've selected by viewing the pills in the facets panel. If you select a different tab, the selected facets are carried over and applied to the search criteria.

    You can broaden your search by clearing an individual facet selection or selecting the All tab. To clear all facet selections, select Clear all.

    You can initiate a new search by entering a new search term in the typeahead search box. After you enter the new search term, the system clears the facet and tab selections from the previous search. You can refine your new search by selecting new facets or tabs.

    For more information on configuring the available facets, see Create a facet in an AI Search application configuration.

    Instance options

    Use the instance options to configure the Faceted Search widget for a portal page.
    Field Description
    Presentation
    Facet List Title Display title for the facet component.
    Typeahead Search - Title Default text in the typeahead search component.
    Typeahead Search - Color Whether the glyph in the typeahead component is filled in.
    Typeahead Search - Glyph Icon that appears in the search field beside the widget. The search icon is the default. To use a different icon, type the name of the icon in the field, for example search-plus. For a list of icons to choose from, open the instance options for the Icon Link widget.
    Typeahead Search - Size Determines the font size and height of the widget. Choose from xs, sm, md, and lg.
    Show Typeahead Search Box Option to show or hide the search box on the portal page.
    Behavior
    Max results for All search Maximum number of results that display for all search sources when viewed together.
    Max results for single search source Maximum number of results that display for a single search source.
    Show Did You Mean Displays suggestions when a search produces no results.
    Typeahead Search - Limit Number of typeahead search results displayed. The default is 15.
    AI Search
    Placeholder

    Text that appears in the search box before the user enters anything. By default, the placeholder text is Search.

    Note:
    This instance option applies only if AI Search is enabled in your portal. For more information on enabling AI Search for Service Portal, see Enable and configure AI Search in Service Portal.