Scenario-Based Questions PART 38

🎓 Scenario-Based Question

🎯 Use Case: Implementing Contextual Search in Record Producer

Contextual Search allows users to receive dynamic, inline suggestions based on their input in the Short Description field of a Record Producer. This helps users find relevant information quickly and reduces duplicate ticket creation.

📊 Step-by-Step Implementation Guide

1. 📝Create a Custom Variable in the Record Producer

   In your Record Producer form, add a new variable with the following details:

   • Question: Search
   • Name: search
   • Type: Custom
2. 📋Configure Variable’s Type Specification

   To enable the contextual search widget, specify these values under Type Specification:

   • Macro: cxs_rp_search — this macro enables the search capability in the variable.
   • Widget: Contextual Search - Inline Results — defines how results are displayed.
3. 🏷️Save the Variable

   Once saved, the Record Producer form will include this search field enhanced with contextual search capabilities.

4. 🖱️Configure Contextual Search for Your Record Producer

   Navigate to the Contextual Search > Record Producer Configuration module and create a new configuration as follows:

   • Select Your Record Producer — the form you want to enhance.
   • Search Context: Choose an appropriate context (e.g., Incident Deflection) which defines the dataset for search results.
   • Search Variable: Select Short Description — this tells the system which variable’s input to watch.
   • Title: Optionally, customize the title shown with the contextual search results.
5. ⚙️Submit and Activate Your Configuration

   After saving, your Record Producer is ready to provide live inline suggestions based on what the user types in the Short Description field.

6. 🔎Testing the Contextual Search

   Open your Record Producer in the Service Portal or Service Catalog, and start typing keywords like "Outlook" or "password reset" in the Short Description field. You should see relevant suggestions appearing dynamically to help the user find related incidents or knowledge articles.

💡 Pro Tip: Implementing contextual search significantly improves user experience by reducing ticket duplication and speeding up resolution.