k21

Lab 1 - Explore Service Portal

Exercise 1 - Access the default Service Portal

1. Enter service portal in the navigator
2. Click the Service Portal Home link to open the Service Portal in a new tab/window You should see something that looks like below (screenshot 1)

Exercise 2 - Execute the "match all" query

1. Enter *** in the search box and hit the ENTER key The character sequence *** is special syntax which matches all documents that are searchable for a specific portal (and accessible by the current user). It is a quick way to test if AI Search is enabled and there are documents in the index. Because there is no search term, no relevancy scores are calculated, so the search executes quickly. No hit highlighting is applied to the resiults. You should see something that looks like below (screenshot 2)

Exercise 3 - Execute a keyword search

1. Enter iphone in the search box and the ENTER key You should see something that looks like below (screenshot 3) Notice how the word iphone is highlighted? This is hit highliighting of the matched terms which gives a user some indication why the result was returned.

Exercise 4 - Utilize the Navigation Tabs

1. Click on the Knowledge tab These tabs are known as Navigation Tabs and they allow a user to display results from one source at a time. In this case, we are restricting results to just Knowledge Base articles. You should see something that looks like below (screenshot 4)
2. Click on the All tab to return to displaying all results in order of relevance

Exercise 5 - Filter results

1. Click to expand the Catalog filter in the left column
2. Select the checkbox next to Software The results now contain only those which belong to the Software category. These are actually all going to be Catalog Item results. You should see something that looks like below (screenshot 5)
3. Click the Clear (1) link next to the Categories filter to remove it

Exercise 6 - Explore synonyms

1. Enter laptop in the search box and hit the ENTER key Notice how the word laptop is highlighted? You likely even see some results where Mac and/or PC is highlighted. This is because Mac and PC are configured as synonyms of laptop in the default out-of-the-box (OOTB) synonymn dictionary. (screenshot 6) Synonyms are bi-directional, so searching for PC will also match and highlight Mac and laptop. Try it!

Exercise 7 - Explore typo handling

1. Enter ipone in the search box and hit the ENTER key Notice how the the search term was auto-corrected to iphone? There is also a link offered that allows the user to bypass the spelling correction and instead search for the term exactly how it was entered. (screenshot 7)

Exercise 8 - Explore stop words

1. Enter The windows key in the search box and hit the ENTER key Notice how the word the is not hilighted? The word the is such a common word in English, and so many documents in the index will contain it, that searching for it doesn't help the user find what they are looking for. It is what we call a stop word which means it is ignored by the search engine. Try other queries which contain other stop words such as I, a, if and for. (screenshot 8)

Exercise 9 - Explore Genius Results

1. Enter paassword reset in the search box and hit the ENTER key You should see something that looks like below (screenshot 9) The larger, featured result at the top of the results is what is called a Genius Result. The OOTB Genius Results include catalog items, people and Question and Answers (Q&A).

Exercise 10 - Impersonate a user

1. Impersonate the user Abraham Lincoln
2. Re-open the Service Portal
3. Enter *** in the search box and hit the ENTER key
4. Click on the Knowledge tab Notice there are no Knowledge results? The Abraham Lincoln user does not have the necessary permissions to access any Knowledge articles OOTB. By impersonating this user, Abraham Lincoln's permissions are enforced by AI Search. (screenshot 10)