Introduction| Hitchhikers Platform

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Prerequisites
This guide assumes that you have an account with Search to get started. Don’t have an account? You can sign up for a free trial or create a Playground Account from your Hitchhikers profile.

Introduction

Yext Search for ServiceNow is a search experience that weaves natural language understanding into your customer experience so that you can return direct answers to consumers’ or employees’ questions, no matter how they ask them.

This guide will walk you through how to integrate a Yext Search Experience with your ServiceNow instance in just a few steps. In this guide, you will:

  • Index your Existing Data
  • Create and implement a Search Results Page Widget
  • Create and implement a Search Bar Widget
  • Create and implement an Internal Incident Deflection Widget
  • Create and implement an External Case Deflection Widget

All of the custom widgets shown in this guide are Service Portal Widgets. Service Portal is the underlying solution that powers both customer-facing and employee-focused ServiceNow help sites.

Before you get started, get to know your account a little and take a tour.

  • Search: Search is a multi-algorithm search engine that sits on top of the Knowledge Graph. In Search, you can view the Overview screen, which is a powerful way to understand the value that your Search experience is driving to your business, and the All Search Experiences screen to dive deeper into each experience and manage your Search Configuration. You’ll learn all about this in Step 3.

  • The Knowledge Graph: This is where you can manage all of the Entities and content about your brand that feed into your Search experience. Your account will come with some out-of-the-box entities as a starting point. One of the most important things you can do is keep your content up-to-date. You’ll learn more about how you can update entities in Step 2.

  • Pages: In Pages > Sites, you can manage the frontend of your Search experience results page. This is where you modify things like styling, result cards or vertical layouts. You’ll work on the frontend of your Search experience in Step 4 and publishing it in Steps 5-7.

These products work together to help you build an amazing search experience – the Search Configuration and Search Algorithms help to determine how results are selected and the frontend determines how results are displayed. Both sit on top of the Knowledge Graph.

diagram backend frontend

Let’s Get Started!

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