Customer Portal: OpenSearch Widgets

In Release 25B, Oracle B2C Service Customer Portal introduces two new widgets: the OpenSearch Widget and the OpenSearch Answer Listing Widget. The OpenSearch Widget enhances search with Predictive Search, suggesting relevant queries as users type and handling spelling errors.

These widgets improve search with features like fuzzy word matching, intelligent keyword matching, and language processing, delivering accurate results even when users make spelling mistakes or use variations in word forms.

Business Value:

  • Next-Gen Self-Service: Improves the self-service experience with smarter, faster, and more accurate search capabilities.
  • Enhanced Search Accuracy: Delivers more relevant results through intelligent keyword matching, language processing, fuzzy word matching (ignores minor spelling errors), and error-tolerant query predictions, ensuring accurate answers even with variations in word forms.
  • Faster Search: Predictive search and autocomplete speed up the process, helping users find answers quickly.

Steps to Enable

  1. Upgrade to 25B and CP v3.11.
  2. Raise an SR to enable OpenSearch on your site.
  3. Add the OpenSearchField, OpenSearchPagination, and OpenSearchResultListing widgets to the Answer List page in the Customer Portal.
  4. (Optional) Update the OpenSearch configuration in the BUI Administrator section if needed.

Tips And Considerations

Review the OpenSearch configuration in the BUI Administration section for the Customer Portal and make any necessary updates to optimize the search experience. Ensure the settings are aligned with your business processes to improve both the relevance and accuracy of search results. By refining these configurations, you can enhance user experience, streamline content discovery, and ensure that the search functionality consistently delivers the most pertinent and actionable results for your users.

Access Requirements

The profile must have CP Edit, Stage, and Promote permissions to modify the widgets and deploy the changes into the production area.