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.