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Troubleshoot Agentic Commerce Search
Diagnose and resolve common issues with search results and merchandising rules in Agentic Commerce Search for B2C Commerce. Stale results usually indicate an index lag. Rule issues usually trace back to schedule or scope mismatches.
Stale or Incorrect Search Results
Stale or incorrect search results can indicate a catalog index lag, an active rule that affects product visibility, or a storefront implementation issue.
- Check the catalog index. Changes in Business Manager take effect in Agentic Commerce Search after the catalog export job runs and Agentic Commerce Search processes the new export. Visibility changes don't take effect in real time. If a product change in Business Manager doesn't appear in the search results, confirm that the catalog export ran after you made the change.
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Confirm that the product exists in the catalog and check its visibility
settings.
- Online flag and Searchable flag: By default, a product is visible if either flag is true. To hide a product completely, set both flags to false.
- Online From and Online To dates: Outside the configured date window, Agentic Commerce Search treats the product as offline even if you set the online flag to true.
- Searchable-if-unavailable flag: When inventory reaches zero, Agentic Commerce Search hides the product by default. To keep the product visible in search when out of stock, for example, for back-orderable or coming-soon items, set this flag to true.
- Cascading behavior: If you set a parent product offline, Agentic Commerce Search hides the parent product and all its variants. If you set a product set offline, Agentic Commerce Search hides the set and all its members. If you set any component of a bundle offline, Agentic Commerce Search hides the entire bundle.
- Check whether an active rule affects the product's position or visibility. In the Rules Dashboard, filter for rules that match the affected query or category. Look for any rule that excludes, pins, or demotes the product unexpectedly.
- If refinement filters don't appear as expected on a category browse page, confirm that the catalog attribute is filterable. Verify the facet type's accuracy: value-type for discrete values, such as brand, color, or size, and threshold-type for numeric ranges such as price. Check attribute values for consistency.
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Use the Rules Dashboard preview panel to test the query and confirm what Agentic
Commerce Search returns. Access the preview panel during rule setup or from any existing
rule in the Rules Dashboard.
Tip Visual Merchandiser also provides a real-time product grid for a specific query or category. To confirm what shoppers see, open Visual Merchandiser and enter the affected query.
- If the product appears in preview but not on the live storefront, the storefront implementation is the issue. Check your connector and catalog configuration first. If the issue persists, contact your storefront developer.
Merchandising Rule Doesn't Behave as Expected
Rule issues typically trace back to an incorrect schedule, a condition mismatch, or a higher-priority rule that overrides the expected behavior.
- In the Rules Dashboard, confirm that the rule is active.
- Confirm the rule's scheduled dates. If the rule has a start or end date, verify that today's date falls within the active window.
- Confirm that the rule's conditions match the query or category that you’re testing. For example, the rule with the condition query equals "mascara" doesn’t apply to the query "brown mascara."
- Check for higher-priority rules that override this rule. Filter the Rules Dashboard by the query or category context and sort by Priority. A rule with a higher priority value takes precedence.
- Check the Conflicts count in the Rules Dashboard, and resolve flagged conflicts. See Merchandising Rules in Agentic Commerce Search.
- If the rule change appears in search results but hasn't yet affected your analytics metrics, wait 24–48 hours before evaluating the impact. Rule changes take effect in search results immediately. However, the effects on analytics data don’t appear until shoppers interact with the updated results and Salesforce Analytics refreshes.
- Use the preview panel to simulate the rule against the target query and confirm whether it applies. To open the preview panel, click the three dots next to a rule in the Rules Dashboard. The preview panel can also help diagnose caching issues that affect rule behavior.
If none of the previous steps resolve the issue, contact Salesforce Support.
Tip
Agentic Commerce Search includes a built-in circuit breaker. If the Agentic Commerce Search service times out or degrades, your storefront falls back to B2C Commerce native product search. Shoppers continue to see results during the fallback period. When the service recovers, AI-powered results resume.
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