--- 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 --- # External Content Q\&A Genius Results # External Content Q\&A Genius Results {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 External Content Q\&A Genius Results External Content Q\&A Genius Results is a ServiceNow feature that provides concise, AI-generated answers sourced from documents within your Microsoft SharePoint Online instance. It leverages an Integration Hub subflow to identify relevant documents, which are then processed by the Now LLM Service to generate answers displayed in AI Search applications. Each answer card includes a link to download the referenced source documents, enabling users to verify content accuracy. Users can provide feedback on answer quality to help improve future AI responses. Show full answer Show less **Important:** This feature is being prepared for future deprecation starting with the Now Assist in AI Search 10 release. It is no longer installed on new instances and is removed from instances where unused, but continues to be supported on active instances. ## Enabling External Content Q\&A Genius Results * Ensure the *ServiceNow IntegrationHub Enterprise Pack Installer* plugin is installed. * Create and configure an OAuth application in the Microsoft Azure portal to authorize ServiceNow AI Platform connections. * Assign the **AllSites.FullControl** SharePoint delegated permission with admin consent to this OAuth application to enable document searching. * Define OAuth configuration settings within ServiceNow for External Content Q\&A Genius Results. * Enable the feature in one or more AI Search portals to make it available to users. * End users authenticate with their Microsoft SharePoint Online credentials to authorize access to their documents during searches. **Note:** Once enabled in an AI Search application, all users with valid SharePoint credentials can access External Content Q\&A Genius Results. ## Limitations * Supports English-language searches by default; additional languages require enabling *Dynamic Translation*. * Answers are generated solely from documents stored in Microsoft SharePoint Online, not from other ServiceNow sites. ## Interaction with Other Search Features * Result improvement rules, stop words removal, synonym expansion, and typo correction are not applied when generating External Content Q\&A Genius Results. ## Configuration Details * **SharePoint API Permissions:** The OAuth 2.0 application must have **AllSites.FullControl** delegated permission with admin consent to search SharePoint Online sites. * **OAuth Settings:** Configure OAuth parameters in ServiceNow to enable secure authentication and authorization. * **Site Restrictions:** Use Microsoft Keyword Query Language (KQL) queries to limit which SharePoint Online sites are searched for documents, controlling the scope of answer generation. * **User Authentication:** Users must sign in to Microsoft SharePoint Online to authorize the feature and allow access to their documents during searches. ## Practical Benefits for ServiceNow Customers This feature enables your users to quickly obtain actionable answers from your organization's SharePoint documents directly within ServiceNow AI Search portals, improving efficiency and knowledge access. Administrators can control permissions and search scope to ensure security and relevance. Although this feature is slated for deprecation, it remains supported where in use, providing valuable AI-powered insights from external content. External Content Q\&A Genius Results display concise, actionable AI-generated answers derived from documents in your Microsoft SharePoint Online instance. Important: Starting with the Now Assist in AI Search 10 release, the External Content Q\&A Genius Results feature is being prepared for future deprecation. This feature is no longer installed on new instances and is removed from instances where it's not in use, but will continue to be supported on instances where it's in use. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. ## External Content Q\&A Genius Results overview {#external-content-qna__section_fb3_xcp_2bc} The External Content Q\&A Genius Result configuration searches for documents relevant to your search using an Integration Hub subflow. If it finds sufficiently relevant documents, it sends them to the Now LLM Service, which generates answers from their content and metadata. Each External Content Q\&A Genius Result answer card includes a generated answer. For reference, the answer card also includes a link you can select to download the source documents. Note: Because the External Content Q\&A Genius Result answer is automatically generated, it's a good idea to review it for accuracy. You can provide feedback on the answer by selecting the thumbs-up icon ![]() if the generated answer is accurate, or the thumbs-down icon ![]() if it's not. Your feedback helps ServiceNow improve future versions of this Genius Result configuration. When searching for relevant documents, the system uses your Microsoft SharePoint Online credentials and user profile, so your searches generate External Content Q\&A Genius Result answers from documents that you can access. ## Enabling External Content Q\&A Genius Results {#external-content-qna__section_png_1mk_kbc} To make External Content Q\&A Genius Results available for use in AI Search applications, administrators first need to perform the following steps: 1. Verify that the ServiceNow IntegrationHub Enterprise Pack Installer \[com.glide.hub.integrations.enterprise\] plugin is installed on your instance. If this plugin isn't installed, you can request it. For details on requesting IntegrationHub plugins, see [Request an Integration Hub plugin](https://www.servicenow.com/docs/access?context=request-integrationhub&version=australia&pubname=australia-integrate-applications&ft:locale=en-US). 2. Create and configure an OAuth application in the Microsoft Azure portal to verify and authorize connection requests from your ServiceNow AI Platform® instance. To learn about this procedure, see [Configure OAuth application in Microsoft Azure](https://www.servicenow.com/docs/access?context=configure-oauth-application-in-microsoft-azure&version=australia&pubname=australia-integrate-applications&ft:locale=en-US). 3. Add the AllSites.FullControl SharePoint delegated permission (and grant admin consent) to your new OAuth application in the Microsoft Azure portal. For details on this procedure, see [Configure SharePoint API permissions for your External Content Q\&A Genius Results OAuth 2.0 application](https://servicenow-prod.fluidtopics.net/YjtO3CKJ8KK0SxsCUGc2Xg "Add the AllSites.FullControl SharePoint API delegated permission to your External Q&A Genius Results OAuth 2.0 application in Microsoft Azure portal and grant admin consent to allow the application to access this permission. The OAuth 2.0 application for External Q&A Genius Results requires the delegated permission to search your Microsoft SharePoint Online sites."). 4. Define OAuth configuration settings for External Content Q\&A Genius Results. For full details on the required OAuth settings, see [Configure OAuth settings for External Content Q\&A Genius Results](https://servicenow-prod.fluidtopics.net/IBHFCzyJcnaaYqIoX8zPJA "Configure the settings that External Content Q&A Genius Results need to interact with your Microsoft SharePoint Online instance."). {#external-content-qna__ol_t5d_g4k_kbc} Next, search administrators need to enable External Content Q\&A Genius Results in one or more AI Search portals. To learn about this procedure, see [Enable ServiceNow Otto for AI Search Genius Results in AI Search portals and mobile applications](https://servicenow-prod.fluidtopics.net/Oc3vWootAkC6q5KeLWU81g "Specify the ServiceNow Otto for AI Search Genius Result types you want to make available in each of your AI Search portals and mobile applications."). After all these steps are completed, AI Search portal users can authorize External Content Q\&A Genius Results for their searches by authenticating with Microsoft SharePoint Online. For details on this authentication procedure, see [Sign in to Microsoft SharePoint Online to authorize External Content Q\&A Genius Results](https://servicenow-prod.fluidtopics.net/vXLpX51FzwSDFMVME~skOA "Obtain an OAuth 2.0 token from Microsoft SharePoint Online so that External Content Q&A Genius Results can find documents and generate answers when you search."). Note: When you activate External Content Q\&A Genius Results in a search application, they're available to all users with Microsoft SharePoint Online credentials who search using that application. ## Limitations {#external-content-qna__section_irz_bmk_kbc} By default, External Content Q\&A Genius Results only support English-language searches. Administrators can enable support for other languages by activating Dynamic Translation. To learn more about how content and answers are translated, see [Dynamic Translation for Knowledge base articles Genius Results](https://servicenow-prod.fluidtopics.net/4kWreiDEn~FJSeMbvwpmTA "Dynamic Translation improves the international search experience for knowledge article content. When Dynamic Translation is activated, AI Search can generate Knowledge base articles Genius Result answers from non-English knowledge articles. Dynamic Translation also enables AI Search to translate Knowledge base articles Genius Result answers into the search user's language."). For more details on Dynamic Translation, see [Dynamic Translation](https://servicenow-prod.fluidtopics.net/cMZZthXN95JlZL8zDzmbbw "With Dynamic Translation you can support machine translation from one language to another across your instance."). External Content Q\&A Genius Results only generate answers from documents found in your Microsoft SharePoint Online instance. They don't generate answers from sites found in your instance. ## Interaction with other search features {#external-content-qna__section_lmg_dmk_kbc} The following table describes the interactions between External Content Q\&A Genius Results and other search features. {#external-content-qna__table_qx4_4vz_nrb__entry__2} | Feature | Interaction with External Content Q\&A Genius Results Genius Results | |-|-| | [Result improvement rules](https://servicenow-prod.fluidtopics.net/TaR44fGFW48~JSklNGO62w "Define rules with configurable trigger conditions to boost, block, or promote search results for specific searches. You can also boost search results for documents matching elements of the user context, such as a user's country, OS, or device type.") | When computing External Content Q\&A Genius Result answers, AI Search doesn't apply your result improvement rules because they don't operate on documents from your Microsoft SharePoint Online instance. | | [Stop words](https://servicenow-prod.fluidtopics.net/eiiQAp3yVs1voI~53xB_VA "Stop words remove search query terms that don't produce meaningful results. Improve search precision and relevancy by configuring stop word dictionaries and defining stop words.") | When computing External Content Q\&A Genius Result answers, AI Search doesn't remove stop words from your search. | | [Synonyms](https://servicenow-prod.fluidtopics.net/BTOwKD3uhCQnDp5Nb8LfEg "Synonyms expand search queries to include additional terms with equivalent meaning or usage. Improve search recall by configuring synonym dictionaries and defining synonyms.") | When computing External Content Q\&A Genius Result answers, AI Search doesn't expand synonyms found in your search. | | [Typo handling](https://servicenow-prod.fluidtopics.net/g21GoEvGiHwb9MC3XfCgzg "AI Search replaces misspelled search query terms with auto-correction terms derived from indexed content. Configure typo handling dictionary settings to control derivation of auto-correction terms.") | When computing External Content Q\&A Genius Result answers, AI Search doesn't correct misspelled search terms. | [ ] {#external-content-qna__table_qx4_4vz_nrb} * **[Configure SharePoint API permissions for your External Content Q\&A Genius Results OAuth 2.0 application](https://servicenow-prod.fluidtopics.net/YjtO3CKJ8KK0SxsCUGc2Xg)** Add the AllSites.FullControl SharePoint API delegated permission to your External Q\&A Genius Results OAuth 2.0 application in Microsoft Azure portal and grant admin consent to allow the application to access this permission. The OAuth 2.0 application for External Q\&A Genius Results requires the delegated permission to search your Microsoft SharePoint Online sites. * **[Configure OAuth settings for External Content Q\&A Genius Results](https://servicenow-prod.fluidtopics.net/IBHFCzyJcnaaYqIoX8zPJA)** Configure the settings that External Content Q\&A Genius Results need to interact with your Microsoft SharePoint Online instance. * **[Restrict the Microsoft SharePoint Online sites that External Content Q\&A Genius Results can search](https://servicenow-prod.fluidtopics.net/wWReRkYYosBx8zNQ3qANzA)** Define a Microsoft Keyword Query Language (KQL) query to restrict the set of Microsoft SharePoint Online sites (paths) that External Content Q\&A Genius Results can search for documents. Only documents that satisfy your query are eligible for External Content Q\&A Genius Result answer generation. * **[Sign in to Microsoft SharePoint Online to authorize External Content Q\&A Genius Results](https://servicenow-prod.fluidtopics.net/vXLpX51FzwSDFMVME~skOA)** Obtain an OAuth 2.0 token from Microsoft SharePoint Online so that External Content Q\&A Genius Results can find documents and generate answers when you search.