OneSearch for Portals

Elevate User Experience on ServiceNow Intranets, Service Portals, and Employee Service Centers

Problem

For organizations utilizing ServiceNow for Portals and Employee Service Centers, users can struggle to navigate and find specific information due to complex data silos and inconsistent search experiences. These challenges lead to user frustration, decreased portal adoption, and higher support costs due to repetitive queries and poor search satisfaction.

Solution

Yansa Labs’ OneSearch offers an all-in-one, intuitive search solution that transforms the user experience across ServiceNow-hosted intranets, Service Portals, and Employee Service Centers. With a unified and customizable search interface, OneSearch enables employees and customers to access the information they need with ease, leading to improved engagement, self-service success, and reduced support burden.

Key Benefits of OneSearch

• Unified Search Across ServiceNow and Beyond OneSearch allows users to search multiple sources—including knowledge bases, support tickets, HR resources, and even external databases—in a single, cohesive interface. This comprehensive access reduces the time users spend searching and improves self-service success rates.

• Seamless User Experience Designed to fit seamlessly into ServiceNow’s Service Portal framework, OneSearch integrates smoothly within ServiceNow environments, providing a familiar, branded experience without the need for extensive configuration.

• Customizable Search Skins and Filters Tailor the look and feel of search to match your organization’s branding and improve usability with customizable skins, filters, and layouts that make search results easier to understand and navigate.

• Advanced Search Analytics OneSearch provides analytics tools to track and understand user search behavior. By identifying popular search terms, unfulfilled searches, and frequent queries, administrators can continuously refine and optimize the user experience.

• Flexible and Scalable Integration OneSearch supports diverse data sources, including external integrations. This flexibility ensures that as your organization’s information grows, OneSearch can continue to meet your needs.

Enhanced User Experience

Implementing OneSearch enhances both customer and employee interactions within ServiceNow-hosted platforms, resulting in:

• Improved User Satisfaction OneSearch’s intuitive design and high relevance in search results reduce user frustration and increase satisfaction. Employees and customers find what they need faster, which positively impacts overall sentiment.

• Increased Adoption and Engagement With more effective search capabilities, employees and customers are more likely to adopt and actively engage with a portal. Enhanced search also encourages greater self-service, decreasing dependency on support staff.

• Reduced Operational Costs By enabling more users to find answers independently, OneSearch lowers the volume of support queries, ultimately reducing the cost associated with repetitive support interactions and improving team efficiency.

Competitive Advantages of Yansa Labs' OneSearch

OneSearch offers a superior experience compared to traditional search tools in ServiceNow:

• One Interface Across All of ServiceNow OneSearch is deeply compatible with all of ServiceNow’s UI frameworks and applications, including seamless operation within forms, Service Portal, Employee Service Center, Agent Workspace, and Service Operations Workspace. This allows your users to effectively engage with search, no matter where they encounter it.

• Intuitive and Flexible Customization With options to personalize everything from the appearance to the filtering options and search result layout, OneSearch is adaptable to each organization’s branding and functional needs, enhancing both usability and employee satisfaction.

• Data-Driven Insights with Search Analytics Through search analytics, organizations gain actionable insights into user search behavior, enabling continuous improvement in content delivery and search efficiency. This data-driven approach can drive proactive improvements in portal content, directly impacting user success.

Real Results & Proven ROI

Organizations that implement OneSearch report:

• Faster Information Access Users save time accessing frequently searched information, with a 25–40% reduction in time spent per search session, directly impacting productivity.

• Higher Portal Success Rates Self-service success rates increase as OneSearch empowers users to find relevant information without external help, improving user satisfaction and adoption.

• Positive Return on Investment (ROI) Through improved self-service, streamlined support, and increased productivity, OneSearch delivers measurable ROI. Customers note lower operational costs and a rapid payback period due to reduced reliance on support staff.

Enhance Your ServiceNow Experience with OneSearch

Getting started with OneSearch is straightforward, with robust documentation and pre-built searchers for rapid deployment. Equip your employees and customers with a powerful search tool that not only improves the user experience but also drives tangible cost savings and engagement.