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Contextual search displays matching knowledge results

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Contextual search displays matching knowledge results

Display knowledge search results on forms and record producers when users enter text in a field.

Contextual search helps users deflect or quickly resolve their issues without involving the service desk operators. Contextual search can also include results from other sources such as a service catalog, allowing a user to directly order a catalog item from a search.

Contextual searches are enabled for incidents by default, providing incident deflection using knowledge and social Q&A questions. This default implementation includes contextual search results for forms, record producers, email notifications, and wizards.

To define a contextual search, first define a search context to set parameters, then define where the contextual search results are to appear: in forms, record producers, and wizards.

You must have the admin role to define contextual searches and to administer contextual search functions and properties.

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