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Contextual search displays matching knowledge, catalog, and task results within a form

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Contextual search displays matching knowledge, catalog, and task results within a form

Display 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 include results from Knowledge and 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, and email notifications.

For a user in Service Portal, Contextual search displays search results including Knowledge, Service Catalog and Communities on the record producers when requesters enter text in a field.

For a user in Platform, Contextual Search displays search results including Knowledge, Service Catalog, Communities and Additional Resources on forms when users enter text in a field.

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 and in record producers.

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

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