Faceted Search widget

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Faceted Search widget

    The Faceted Search widget in Service Portal allows end users to view and filter search results dynamically based on defined search facets from a search source. This filtering capability helps users narrow down results to more relevant items by selecting one or multiple facets, such as specific knowledge sources or categories. Facets update dynamically, showing only values relevant to the current search results, and users can manage selected filters easily through a visual Filters panel.

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    Key Features

    • Dynamic Facet Filters: Facets adjust based on current search results, enabling refined and meaningful searches.
    • Multiple Facet Selection: Users can select multiple facets to filter results across categories and sources.
    • Filter Management: Selected facets appear as removable pills, and users can clear individual filters or start new searches which reset facets.
    • Typeahead Search Box: Provides real-time search suggestions with configurable placeholder text, icon, size, and result limits.
    • Search Result Limits: Configurable maximum number of results for all combined sources or a single source.
    • “Did You Mean” Suggestions: Offers alternative search suggestions when queries return no results.

    Instance Configuration Options

    The widget can be customized via instance options to tailor its presentation and behavior on portal pages:

    • Presentation Settings: Customize facet list title, typeahead search title, icon (glyph), icon fill color, and font size.
    • Search Box Visibility: Option to show or hide the typeahead search box.
    • Behavior Settings: Define maximum results shown for combined or single search sources, control the number of typeahead suggestions, and enable “Did You Mean” functionality.
    • AI Search Integration: Placeholder text customization applies when AI Search is enabled in the portal, enhancing search experience with AI capabilities.

    Practical Benefits for ServiceNow Customers

    By implementing the Faceted Search widget, ServiceNow customers can provide portal users with an intuitive, efficient way to find relevant knowledge articles, records, or other data. The dynamic filtering reduces search noise, improves user satisfaction, and accelerates access to information. The customizable instance options allow portal admins to align the widget’s look and behavior with organizational branding and search requirements.

    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 facet filters to refine your search in Service Portal. For example, you can view only knowledge article search results by selecting the Knowledge source facet bucket. Or, to filter search results by certain knowledge categories, you can select one or more facets.
    Figure 1. Filter for Faceted Search widget
    Filter for faceted Search widget showing "email" search results with available facet filters

    The available facets are dynamic, showing only field values that are included in your current search results. As you select facets, the search narrows and the number of available facets decreases. You can broaden your search by clearing an individual facet selection.

    To see which facets you've selected, view the pills in the Filters panel. If you select a different source facet bucket, your other selected facets are carried over and applied to your modified search.

    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 your facet filter selections from the previous search. You can refine your new search by selecting new facet filters.

    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.