Contextual search

Contextual search is a search technology that focuses on the context of the query as well as the intent of the user in order to fetch the most relevant set of results. Contextual search displays related results within a form or record producer based on the text you enter in a field.

Example use cases for Incident:

• An agent, working on an Incident record, can use contextual search to find and attach knowledge articles, order a catalog item on behalf of the caller, or search for an article and link it to a related incident or problem.
• A user, creating an Incident via the Service Portal, can see related catalog items that the user can order. The user can also view related knowledge articles to help them resolve the issue on their own without involving the service desk operators.

Contextual search helps with incident deflection for the following areas:

• Incident record producers: deflecting incidents by helping end users resolve issues before they raise an incident.
• Incident forms: helping service desk staff resolve incidents quickly by providing relevant knowledge.

• Incident email notifications: helping end users resolve their incidents themselves without requiring manual intervention from service desk staff.

• Contextual search plugin
  Contextual search plugin is activated in the base system.

• Contextual search concepts
  Contextual search concepts help you to understand different contextual search components that are used in the documentation, configuration, and user interface. Understanding of the concepts makes it easier for you to comprehend the interconnection between the components.
• Contextual search components diagram
  The contextual search components diagram helps you to understand how contextual search concepts work together to perform a search and from which module you can configure the components.
• Configuring contextual search
  You can configure different components of contextual search.
• Managing contextual search
  Contextual search provides a way to display results that can be relevant to the issue for which you are creating an incident or requesting a service.
• Domain separation and Contextual Search
  Domain separation is supported in Contextual Search. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
• Contextual Search roles
  Contextual Search is installed with these roles.

Parent Topic:Search administration