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Reading Search Results

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In this lesson, you will learn:

  • The parts of the search results page
  • How to use tabs and filters to narrow your results
  • How to read a result card before you open it

1 The results page

In Lesson 4.1, you ran a search and pressed Enter. Now a results page is open. At first it can look busy, but it has just a few parts. Let’s go through them. 🔎

A global search results page for the words email not working. 1: the search box with your words. 2: tabs for each search source, such as All, Incidents, Knowledge, and People, each with a count. 3: filters on the left to narrow the results, like State and Priority. 4: result cards showing the record type, number, short description, and key fields.
Figure 1. The results page. The numbers match the sections below.
# Part What it does
1 Search box Shows your words. Change them and search again
2 Tabs One tab per search source. All shows everything together
3 Filters Narrow the results by a field, like State or Category
4 Result cards A short preview of each record

2 Tabs: pick where to look

The tabs across the top split your results by search source.

  • All mixes results from every source, with the best matches first.
  • Click a tab like Knowledge to see only help articles.
  • The number on each tab tells you how many results it has.

💡 Good to know: Too many results? Click the tab for the kind of record you want first. It’s the quickest way to cut the list down.

3 Filters: narrow it down

After you pick a tab, a Filters list shows on the side. Filters use the fields of those records.

  1. Click the Incidents tab.
  2. In the Filters list, pick State: New.
  3. Now you only see new incidents that match your words.
  4. Pick more filters to narrow it even more, or clear them to start again.

4 Reading a result card

Each result is a small card. Before you click, you can already see a lot:

  • Type: what kind of record it is, like Incident or Knowledge article.
  • Number and title: for example, INC0010002 “Email not syncing”.
  • Key fields: things like State, Priority, or who it’s assigned to.
  • Exact match tag: if you searched for a record number, the record with that exact number gets this tag.

⭐ Remember: Read the card before you click. It often tells you if it’s the right record, which saves time.

📝 Note: With AI Search, you might sometimes see a special card at the top with a direct answer, like a help article or a catalog item you can order. These are called Genius Results. Not every instance has them turned on.

5 Let’s try it: read your results

  1. Search for email and press Enter.
  2. Look at the tabs. Which tab has the most results?
  3. Click the Incidents tab (or Tasks). Use a filter to show only active or new ones.
  4. Read one result card. Can you tell its state and priority without opening it?
  5. Click the card to open the full record. Then use your browser’s back button to return to the results.

6 Quick recap

  • The results page has: search box, tabs, filters, and result cards
  • Search a record number to get an Exact match tag on that record
  • Tabs split results by search source. All shows everything
  • Filters narrow results by field values
  • Result cards show the type, number, title, and key fields

7 Check yourself

Think of your answer first. Then tap to check.

1 You only want help articles in your results. What do you click? Show answer

The Knowledge tab.

2 You have 200 incident results. How can you see only the new ones? Show answer

Use the Filters list and pick State: New.

3 You search for INC0010002. What does the Exact match tag on a result mean? Show answer

That record’s number matches exactly what you typed.

Nice work! You finished this lesson. 🎉

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