Global Search is a powerful feature in ServiceNow that allows users to quickly find records, applications, and information across the entire platform from a single search interface. Located in the top-left corner of the ServiceNow banner frame, the Global Search bar provides a unified way to naviga…Global Search is a powerful feature in ServiceNow that allows users to quickly find records, applications, and information across the entire platform from a single search interface. Located in the top-left corner of the ServiceNow banner frame, the Global Search bar provides a unified way to navigate and locate data efficiently.
When users type keywords into the Global Search field, ServiceNow searches across multiple tables and returns results organized by category. The search results display relevant records from various modules such as Incidents, Problems, Changes, Knowledge Articles, Users, and Configuration Items. This eliminates the need to navigate through multiple application menus to find specific information.
Global Search supports several search techniques to enhance accuracy. Users can utilize wildcards, such as asterisks (*), to match partial terms. Exact phrase searches are possible by enclosing terms in double quotes. Additionally, users can prefix their search with a table name followed by a colon to limit results to a specific table, for example typing "incident:network issue" to search only within the Incident table.
The search functionality is configured through Search Groups and Search Sources in the system. Administrators can customize which tables are searchable and define the priority of search results. Text Index tables are used to enable full-text searching capabilities, making searches faster and more comprehensive.
Search results appear in a dropdown as users type, providing real-time suggestions. Clicking on a result navigates the user to that specific record. The full search results page offers additional filtering options and displays results in categorized sections.
For system administrators, understanding Global Search configuration is essential for optimizing user experience. Properly configured search capabilities help users find information quickly, improving productivity and reducing time spent navigating through the platform. Global Search is a fundamental navigation tool that every ServiceNow user should master for efficient platform usage.
Global Search in ServiceNow: Complete Guide for CSA Exam
What is Global Search?
Global Search is a powerful search feature in ServiceNow that allows users to search across multiple tables and applications from a single search bar located in the banner frame at the top of the interface. It provides a unified way to find records, knowledge articles, catalog items, and other data throughout the entire ServiceNow instance.
Why is Global Search Important?
Global Search is crucial for several reasons:
• Efficiency: Users can quickly locate information across the platform rather than navigating through multiple modules • Productivity: Reduces the time spent searching for records, incidents, or knowledge articles • User Experience: Provides a familiar search experience similar to internet search engines • Accessibility: Available from any page within the ServiceNow interface
How Global Search Works
1. Location: The Global Search bar is located in the banner frame at the top right of the ServiceNow interface
2. Search Groups: Search results are organized into search groups based on tables. Each search group can contain multiple tables that are searched together
3. Zing Text Index: ServiceNow uses the Zing text indexing engine to power Global Search. This engine indexes specified fields in tables to enable fast searching
4. Search Sources: Administrators can configure which tables and fields are included in search results
5. Result Display: Results appear in a dropdown initially, and users can click View Results to see comprehensive results on a dedicated search results page
Key Features of Global Search
• Type-ahead suggestions: As you type, suggestions appear based on previous searches and matching records • Wildcards: Use asterisks (*) as wildcards in search queries • Exact phrases: Use quotation marks to search for exact phrases • Recent searches: The system remembers recent search queries for quick access
Configuration Components
• Search Groups: Define categories of searchable content (e.g., Incidents, Knowledge, Users) • Search Sources: Specify which tables are included in each search group • Text Indexes: Determine which fields within tables are searchable
Exam Tips: Answering Questions on Global Search
Tip 1: Remember that Global Search uses the Zing text indexing engine - this is commonly tested
Tip 2: Know the difference between Global Search and List Search. Global Search searches across multiple tables, while List Search only searches within the current list view
Tip 3: Understand that Global Search is located in the banner frame, not the application navigator or content frame
Tip 4: Be familiar with search operators - asterisks for wildcards and quotation marks for exact phrases
Tip 5: Remember that administrators configure search groups and search sources to control what appears in search results
Tip 6: Questions may ask about indexing - know that fields must be indexed to be searchable via Global Search
Tip 7: When questions mention finding records across the platform quickly, Global Search is typically the correct answer
Common Exam Question Formats
• Questions asking which search feature searches across multiple tables • Questions about where Global Search is located in the interface • Questions about the indexing technology used by ServiceNow • Scenario-based questions where a user needs to find information quickly across the platform