Employee Center Search troubleshooting guide - Support and Troubleshooting

Employee Center Search troubleshooting guide Summary .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This article details how to troubleshoot Search issues on the "Employee Center" portal. Before diving into details, let's take a quick look at how search works in a Service Portal. This is because, the "Employee Center" is a "Service Portal" with some additional functionalities like taxonomy, topic, etc.

Search Engines in the "Service Portal" AI Search in the "Service Portal' A. Search Application Configuration B. EVAM(Search Results) Configuration Common AI search issue scenarios AI Search preview works fine but results not showing up on the Portal Navigation is not occurring with the click of an AI search result card Certain records were expected on the results but they are not showing up Genius results not coming up Navigation not working as expected with Genius results AI Search issue on Employee Center Portal Search Engines in the "Service Portal": "Service Portal" was traditionally using the Zing search engine via Typeahead/faceted search approach. But in recent releases, it has AI search enabled by default. So, we will focus on this latest AI Search approach. This article will walk you through AI search configurations with "Service Portal".

AI Search in the "Service Portal': The following flow diagram shows the pictorial view of AI search configurations in the Service portal,

A. Search Application Configuration: The following diagram shows the "Search Application" configuration part,

1. Go to the "Service Portal" record (sp_portal) and observe that the portal record has a section called "AI Search" as shown in the below screenshot,

Here "Enable AI Search" checkbox determines whether this portal needs to use the "AI search" engine to perform the search or it has to rely on the legacy "Zing search" engine.

2. The "Search Application" field points to "Search Application Configurations" (sys_search_context_config record), for example /sp portal will point to "Service Portal Default Search Application" configuration.

The below screenshot shows the "Service Portal Default Search Application" Configuration,

Here, the "Search Engine" should be "AI Search" for AI search.

"Search Profile" points to the "Search profile" record (ais_search_profile), for example in this case "Service Portal Default Search Profile".

You can configure the facets search via adding entries in "Facets" related list.

"Navigation tabs" will determine, how many tabs to be shown on the AI Search results.

3. Now let's move on to the "Search Profile", below screenshot shows the "Service Portal Default Search Profile" record,

Here, the active flag should be true and it should be published.

"Search Sources" related lists shows the list of "Search Sources", in which you can "create and link" new search sources or link/unlink existing one.

4. The search Source record looks as shown below,

Search Source(ais_search_source) has 2 major things, "Indexed Source" and condition.

5. The Indexed source(ais_datasource) is as shown below,

Indexed Source points to a table and it has provision to trigger index for all tables in the hierarchy or only selected tables.

B. EVAM(Search Results) Configuration: The following diagram shows the EVAM configuration part,

1. On the sp_portal record, under "AI Section", open the reference field "Search Results Configuration" which will open the "EVAM Definition" record as shown below,

Here, "EVAM Datasource M2Ms" related list points to "EVAM Datasource" record for example "Genius Result Data Source" as shown in the above screenshot.

2. The "EVAM View Config Bundle M2Ms" related list points to "EVAM View Config Bundle", open this record it will look as shown below,

Here, "EVAM View Configs" related list has records for variables content tables like sc_cat_item, kb_knowledge, etc. And also it will point to specific genius results view configuration.

3. Opening the catalog item view config record looks as shown below,

Here, the "View Template" is referenced to a view, which controls what to be displayed on the result card from the retrieved data.

The Table fields represent what fields from the table are available to be on the View template, and similarly, what custom fields available on the View Template. The custom fields are configured in the "Indexed source => Field setting and mapping" related list.

The EVAM View Config Action Assignment M2Ms allows the admin to configure what kind of action to be performed when the user clicks on the AI search result card in the portal. For example, here it is configured "navigation" declarative action.

The following screenshot shows the "Catalog Search Template",

Common AI search issue scenarios: AI Search preview works fine but results not showing up on the Portal Navigation is not occurring with the click of an AI search result card Certain records were expected on the results but they are not showing up Genius results not coming up Navigation not working as expected with Genius results AI Search issue on Employee Center Portal 1. AI Search preview works fine but results not showing up on the portal: Whenever AI search issue is reported on the portal, we need to check whether the issue also occurs on "AI Search Preview" tool. The "AI Search Preview" tool can be installed on the instance via activating the app "Advanced AI Search Management Tools".

If the issue is visible on "AI search preview" tool then it can be an issue on the AI search engine/config level, and we can safely engage the PT team as AI search issue.

But things work fine on "AI Search Preview" tool but don't work only on Portal then it can be an issue on the Portal EVAM configurations.

How to find AI Search Preview tool?

As shown in the attached screenshot navigate to find the AI Search preview tool,

Using the tool will be self-explanatory, just select the same profile which is used on the affected portal and enter the search term and trigger the search as shown in the attached screenshot,

2. Navigation is not occurring on click on of the AI search result card in the Portal This could be possibly an issue with the portal EVAM configuration.

To verify this, go to sp_portal record, and navigate to "Search Results Configuration" field reference value, which will take you to "EVAM Definition".

Then, on the EVAM Definition, go to "EVAM View Config Bundle" record on the "EVAM View Config Bundle M2Ms" related list

On the "EVAM View Config Bundle" record, you will find "EVAM View Config" related list, find the appropriate record for the affected table

Open the "EVAM view config", it should have a related list configured with the action as shown in below screenshot, make sure, it is a valid declarative action as in OOB. If it doesn't exist, link the existing one.

3. Certain records were expected on the results but they are not showing up: This could be because of the condition on the "Search Source" that the specific record could be excluded from the index as shown in the attached screenshot. Please review the condition and correct it as per business needs and then re-index the table again.

4. Genius results not coming up: This could be because of the reason that the Genius result configuration is not active in the following places,

a. Check "EVAM Definition" => "EVAM Datasource M2Ms" related list => "Genius Result Data Source" is active

b. Check "EVAM Definition" => "EVAM View Config Bundle M2Ms" related list => "EVAM View Config Bundle" => "EVAM View Configs" filter for table = v_search_genius_result and check it is active for respective type

c. Go to "Search Profile" => "Genius Results" and check respective Genius Results is active

d. Also check "EVAM Definition => EVAM View Config Bundle M2Ms related list => EVAM View Config Bundle => EVAM View Configs => Open the specific EVAM view config record where table = v_search_genius_result => Check View Template". This should be pointing to genius results template, for example with catalog item, it should be "Catalog Genius Results Template".

5. Navigation not working as expected with the Genius Search results: Check "EVAM Definition => EVAM View Config Bundle M2Ms related list => EVAM View Config Bundle => EVAM View Configs => Open the specific EVAM view config record where table = v_search_genius_result => EVAM View Config Action Assignment M2Ms related list => Check the declarative action " as shown below,

6. AI Search issue on Employee Center Portal: Now, let's focus on the AI Search issues specific to the "Employee Center" portal.

For a catalog item or Knowledge article to show up on AI Search results in Employee Center, it needs to be associated with one of the taxonomy topics, i.e, it should have connected content (m2m_connected_content) created for it.

When you associate a catalog item or knowledge article with a taxonomy topic, the system will update the taxonomy_topic field with that topic name in those catalog items or knowledge articles.

Also, it will make an entry in m2m_connected_content which will hold the association between the catalog item or knowledge article with the taxonomy topic.

When the same catalog item or knowledge article is associated with more than one taxonomy topic, the system will create new entries in m2m_connected_content for those associations.

However, taxonomy_topic field will reflect only the topic which was associated first.

The following diagram shows how the association between catalog items / Knowledge articles with topics can be made on a record basis. Or it can be done in bulk via catalog/knowledge category via a related link.

Related Links .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } KB1212940 - How to move the Connected Content records from one instance to another instance

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