Deflect and resolve incidents with knowledge Incident deflection and resolution with knowledge provides contextual search results. Contextual search is provided 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. You can run feedback reports to track where these search results are marked as helpful. You must have the admin role to configure contextual search. Provide knowledge in an incident formThe Incident form displays contextual search results based on text entered in the Short Description field. These search results provide targeted knowledge to the incident analyst.Provide knowledge in incident record producerIncident deflection provides self-service users with contextual knowledge when they create an incident using either the Create Incident record producer or the Something Broken ESS record producer.Provide knowledge in incident email notificationContextual search results are included in email notifications that are sent to users who create a new incident.Attach an articleIf contextual search is available in a form that uses the knowledge search icon, that icon is removed to ensure there is only a single knowledge search mechanism for that form.