2854567 - Inconsistent / Incorrect Results in People Search for SuccessFactors

• When inputting a given search term in the People Search bar, or when trying to search for users, results are inconsistent, duplicated, incomplete or incorrect.
• A different user is being prompted on the search results. 

SAP SuccessFactors HCM Suite

1. Input the desired search term in People Search. 
2. Results returned do not comply with the expected result. 

There are different error scenarios that cause People Search results not to comply with the expected. Each scenario has a different resolution. Please follow the resolution indicated under each of the scenarios described below:

1. Some specific users are not found in "People Search" whereas others can be searched. 
   • This could be due to the user being outside the logged in user's target population, user is inactive, employment details,  searching via display name, name formats. 
   • Relevant KBAs: 
     • 2475092 - Some users cannot be found in People Search - SuccessFactors Platform
     • 2922553 - Unable to search employee by Display Name
     • 3143671 - Wrong Name Displayed in the Search
       
       
2. You have renamed the first name or last name field and the new value is not being shown under People Search
   • Analyze if you have Name Format feature enable under your environment and if the user affected have the Name Format enabled too. 
   • KBA 2274066 - How to use Name Format functionality in Employee Central
     
     
3. Incorrect results when searching by Position ID
   • Resolution: 2766822 - Issue when using Position ID in People Search
     
     
4. Inactive users are not returned on search results: 
   • "Show Inactive Users in Legacy People Search" is not enabled on Company System and Logo Settings. 
   • Note: Inactive user search is not supported on Enhanced People Search. 
   • Resolution: 2566641 - How to enable/disable search inactive users / Configuring People Search to Allow Searching by Additional Keywords
     
     
5. Cannot search for users whose name have special characters:
   • Resolution: 2266858 - Unable to search for names with special characters
     
     
6. A different user is being prompted when searching:
   • Sample Scenario: Searching for "1890" prompts "SF Admin" in the results even though none of "SF Admin" attributes is matching with 1890. 
   • This could be because the instance have Enable fuzzy search function for People Search enabled and "SF Admin" might have an Alternate Last Name of "sf1890sf" which is why its prompting as a result. 
   • Relevant KBA: 2922917 - Enabling Fuzzy Search in People Search 

None of the above addresses my scenario, but results are still inconsistent, incomplete, duplicate or incorrect? 

In that case, the search index of your instance may be stale or outdated. In such cases, we must re-index the search feature, so that its expected behavior resumes.

How to run a re-index? 

Legacy People Search: Please report a case under component LOD-SF-PLT-SRH providing the Company ID of the affected instance and support access to it, so that SAP Support can check and proceed with the re-indexing activity.

Enhanced People Search: For enhanced People Search issues, you can rebuild the search index yourself every 24 hours using Rebuild Company Index for Enhanced People Search under Admin Center > Scheduled Job Manager. 

Note for SAP Support representatives: please check the internal memo of this KBA for additional steps.

• 2385804 - Supported Fields for People Search
• 2566641 - How to enable search inactive users in the Global Header / Configuring People Search to Allow Searching by Additional Keywords
• 2766822 - Issue when using Position ID in People Search
• 2653068 - People search is bringing duplicate results
• 2475092 - Some users cannot be found in "People Search"
• 2266858 - Unable to search for names with special characters
• 2922553 - Unable to search employee by Display Name
• 3143671 - Wrong Name Displayed in the Search

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