Configure the AI Search Genius Results widget

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 3 Minuten Lesedauer

    • Improve incident deflection for portals by configuring record producers to display actionable and relevant Genius Results suggestions. These suggestions help users resolve their own issues without needing to submit incidents or cases.

    Vorbereitungen

    AI Search must be activated in the portal used by the record producer. For details on activating AI Search in portals, see AI Search in Service Portal.

    Ensure that Now Assist Genius Results are activated in the portal's search application. To learn about activating Now Assist Genius Results in search applications, see Now Assist Genius Results in AI Search portals.

    Role required: admin

    Warum und wann dieser Vorgang ausgeführt wird

    Administrators can configure the AI Search Genius Results widget on a record producer to enhance the user experience when creating an incident or case. The widget displays actionable Genius Result suggestions relevant to the user's issue description. Users can select from these Genius Result suggestions to address their own issues, or can continue with their incident or case submission if none of the suggestions resolve their problem.

    For more information on search widgets, see Search widgets and AI Search Assist widget.

    Prozedur

    1. Create a new record producer configuration:
      1. Navigate to All > AI Search > AI Search Assist > Record Producer Configuration.
      2. Select New.
      3. On the Record Producer Configuration form, fill in the fields:
        Field Value
        Search application information
        Search Application Select the configuration for a portal that includes Now Assist Q&A Genius Results. As an example, you might select the Service Portal Default Search Application configuration.
        Record producer information
        Record producer Select a record producer. As an example, you might select the Create case for a product record producer.
        Search variable Select the name of the field that you want to search and generate Genius Results from. As an example, you might select the Description field as your search variable.
      4. Select Submit.
    2. Update the record producer's widget:
      1. Navigate to All > Service Catalog > Catalog Definitions > Record Producers.
      2. Edit the record for the record producer you selected in step 1.c.
      3. In the Variables related list, edit the AI Search Assist variable.
      4. In the Variable form's Type Specifications related list, change the Widget field value to AI Search Genius Results.
      5. Select Update.
    3. Create a new AI Genius Results Options variable for the record producer:
      1. Navigate to All > Service Catalog > Catalog Definitions > Record Producers.
      2. Edit the record for the record producer you selected in step 1.c.
      3. In the Variables related list, select New.
      4. On the Variable form, fill in the fields:
        Field Value
        Type Select Custom.
        Question
        Question Enter AI Genius Results Options.
        Name This field is automatically set to match your Question field value.
        Default Value
        Default value A JSON array of name-value pairs for AI Search Genius Results widget options.

        You only need to specify options that you want to override the default values for. As an example, you might enter ["search_application":"portal","search_event":"on_change"] to override two default values. Leave the field empty if you don't want to override any default widget option values.

        For a list of AI Search Genius Results widget options, see AI Search Genius Results widget options.
      5. Select Submit.
    4. Create a new Continue with Record Creation variable for the record producer:
      1. Navigate to All > Service Catalog > Catalog Definitions > Record Producers.
      2. Edit the record for the record producer you selected in step 1.c.
      3. In the Variables related list, select New.
      4. On the Variable form, fill in the fields:
        Field Value
        Type Select Yes/No.
        Question
        Question Enter Continue with Record Creation.
        Name Change the default value to ai_genius_results_continue_with_record_creation.
        Default Value
        Default value Enter No. This variable's value will change to Yes when an agent selects Continue on the record producer form.
      5. Select Submit.