--- sourceDocument: Australia ServiceNow AI Platform Administration sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/platform-administration Release : - australia ft:locale : - en-US ft:publication_title : - Australia ServiceNow AI Platform Administration ft:clusterId : - platadm bundleId : - platadm workflow : - Platform --- # Enabling and configuring AI Search in ServiceNow AI Platform applications # Enabling and configuring AI Search in ServiceNow AI Platform applications {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Enabling and Configuring AI Search in ServiceNow AI Platform Applications This guide provides instructions on enabling and configuring AI Search across various ServiceNow AI Platform applications, including Customer Service Management (CSM), Now Mobile, Service Portal, and Virtual Agent. Each application requires a search application configuration that specifies AI Search as the designated search engine. Show full answer Show less ## Key Features * **Customer Service Management (CSM):** Integrates AI Search for improved user support through web, email, chat, telephone, and social media. Configure AI Search for Customer and Consumer Service Portals to enhance user experience. * **Now Mobile:** Allows users to access AI Search for submitting incidents, managing tasks, and retrieving company resources through the mobile app. * **Service Portal:** Provides a mobile-friendly self-service experience, allowing administrators to enable AI Search as the search engine to enhance user interactions. * **Virtual Agent:** Utilizes AI Search to facilitate automated conversations, helping users find information and execute tasks efficiently. * **AI Search for Next Experience:** Configures AI Search for Unified Navigation searches, including global and configurable workspace searches. ## Key Outcomes By implementing AI Search across these applications, customers can expect improved search functionalities, enhanced user engagement, and streamlined access to information and services. This ultimately leads to a more efficient and effective user experience within the ServiceNow ecosystem. Configure and use the AI Search engine in the Customer Service Management, Now Mobile, Service Portal, and Virtual Agent applications. For each supported ServiceNow AI Platform application that you want to use AI Search in, define a search application configuration and specify AI Search as the search engine. To learn more about search application configurations, see [Search application configurations](https://servicenow-prod.fluidtopics.net/jF82SJ9h8GndvPb6Mq4h3Q "A search application configuration specifies the search engine and settings to use for search in a ServiceNow AI Platform application. When you choose AI Search as an application's search engine, you can select a search profile for the application and configure its search result display and refinement settings."). Some applications support additional configuration for AI Search, as described in the following sections. ## Customer Service Management (CSM) {#enable-configure-apps-ais__section_ppb_svm_z5b} [Customer Service Management](https://www.servicenow.com/docs/access?context=c_CustomerServiceManagement&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) enables you to provide service and support for external customers through communication channels such as web, email, chat, telephone, and social media. The CSM application includes Customer and Consumer Service Portals that support AI Search. For details on configuring the Customer and Consumer Service Portals to use AI Search, see [Configure AI Search for the Customer and Consumer Service Portals](https://www.servicenow.com/docs/access?context=config_AI_search_csm_csp&version=australia&pubname=australia-customer-service-management&ft:locale=en-US). To activate AI Search widgets so that guest users on these portals can use AI Search, see [Enabling AI Search in the Customer and Consumer Service Portals for unauthenticated users](https://www.servicenow.com/docs/access?context=configure_search_csp_guestuser&version=australia&pubname=australia-customer-service-management&ft:locale=en-US). ## Now Mobile {#enable-configure-apps-ais__section_jvd_rrf_1nb} Enable your users to submit incidents and requests, manage tasks, and access company resources from anywhere using the [Now Mobile](https://www.servicenow.com/docs/access?context=mobile-employee-experience&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) app. For details on configuring and using AI Search as the Now Mobile search engine, see [AI Search in mobile](https://www.servicenow.com/docs/access?context=text-search-advanced-now&version=australia&pubname=australia-employee-service-management&ft:locale=en-US). ## Service Portal {#enable-configure-apps-ais__section_vwm_jrf_1nb} [Service Portal](https://www.servicenow.com/docs/access?context=c_ServicePortal&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) is a portal framework that enables administrators to build a mobile-friendly self-service experience for users. It interacts with parts of the ServiceNow AI Platform, so users can access specific platform features using Service Portal. For details on enabling and using AI Search as the Service Portal search engine, see [Enable and configure AI Search in Service Portal](https://www.servicenow.com/docs/access?context=enable-ais-sp&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US). ## Virtual Agent {#enable-configure-apps-ais__section_sqb_3rf_1nb} [Virtual Agent](https://www.servicenow.com/docs/access?context=virtual-agent-landing-page&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) is a platform for providing user assistance through conversations within a messaging interface. Use Virtual Agent to design and build automated conversations that help your users quickly obtain information, make decisions, and perform common work tasks. For information on how Virtual Agent uses AI Search, see [Improving the user experience with AI Search](https://www.servicenow.com/docs/access?context=va-ai-search&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). ## AI Search for Next Experience {#enable-configure-apps-ais__section_mqg_dy4_g2c} The AI Search for Next Experience ServiceNow® Store application enables administrators to configure AI Search as the search engine for Unified Navigation searches in Next Experience, including global search and configurable workspace search. For more information on how you can configure and use AI Search for Next Experience in global search and configurable workspace search, see [AI Search for Next Experience](https://servicenow-prod.fluidtopics.net/snDVwQi3tuOkHKo~m20i_A "This ServiceNow Store application enables administrators to configure AI Search as the search engine for Unified Navigation searches in Next Experience, including global search and configurable workspace search.").