--- 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 --- # Genius Results # Genius Results {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Genius Results Genius Results in ServiceNow enable the display of highly relevant, actionable answer cards alongside standard search results. These cards provide users with quick access to the best answers and related actions based on search queries with extremely high relevancy. To activate Genius Results for searches, administrators link Genius Result configurations to search profiles, which define when and how these answers appear. Show full answer Show less ## Key Features * **Trigger Conditions:** You can configure Genius Results to activate **Always** , based on a **Natural Language Understanding (NLU) intent** , or when a **specific term or phrase** is detected in the search query. This ensures targeted and contextually relevant answers. * **Answer Types:** Genius Results support two answer types: * **Search-based:** Displays up to three separate Genius Result cards from relevant search results defined in server-side scripts. * **Script-based:** Displays a single card with key-value pairs generated dynamically via server-side scripts using ServiceNow AI Platform APIs. * **Evaluation Order and Limits:** Multiple Genius Result configurations linked to a search profile are evaluated in numerical order based on their *Order* field value. The maximum number of Genius Result cards shown is controlled by the search application's Genius Results Limit setting. * **Language Support:** Currently, Genius Results support only English search queries. * **NLU Model Considerations:** NLU models used for triggering Genius Results cannot be trained if vocabulary sources reference tables with over 100,000 records, such as User or Catalog Item tables. This may impact configurations like the People Genius Result. * **User Feedback:** End users can provide thumbs-up or thumbs-down feedback on Genius Result cards to help improve answer accuracy over time. * **Interaction with Search Features:** Genius Results with Term triggers do not activate for query terms added or altered by lemma expansion, Unicode normalization, stop word removal, synonym expansion, or typo correction. ## Practical Usage for ServiceNow Customers * **Enable Efficient Search:** By linking Genius Result configurations to search profiles and setting appropriate triggers, you can offer users immediate access to the most relevant, actionable information without sifting through numerous search results. * **Customize Trigger Logic:** Use Always, NLU intent, or Term triggers to tailor when Genius Results appear, aligning with your organization's search behavior and common queries. * **Manage Evaluation Order:** Control which Genius Result cards appear first by adjusting their order values per search profile, ensuring priority answers surface appropriately. * **Monitor and Improve:** Collect end-user feedback on Genius Result accuracy to continuously enhance the answers provided. * **Be Aware of Data Limits:** Avoid activating certain Genius Result configurations if your instance contains large tables referenced in NLU vocabularies to prevent training failures. ## Next Steps * Link your Genius Result configurations to relevant search profiles to activate them. * Adjust the evaluation order of Genius Result configurations within each search profile for optimal result prioritization. * Create or customize Genius Result configurations with the desired trigger conditions and answer logic using server-side scripts. * Configure NLU models and intents when using NLU-based triggers to refine the context sensitivity of your Genius Results. Optionally display the best answers for a search query as actionable Genius Result cards included with search results. A Genius Result configuration includes a trigger condition and logic for creating answers. The trigger condition determines whether the Genius Result configuration activates for a search query. When activated, the configuration checks for search results with extremely high relevancy. If it finds any, its answer logic populates one or more Genius Result cards with information and actions derived from these results. The Genius Result cards appear alongside normal search results, giving the user immediate access to the most relevant answers and actions. To use a Genius Result configuration in searches, link it to one or more of your search profiles. For details on this procedure, see [Link a Genius Result configuration to a search profile](https://servicenow-prod.fluidtopics.net/GYlKzJqqeG9rmNg_bRqZVw "Link a Genius Result configuration to one or more search profiles."). ## Genius Result evaluation order and result limit {#genius-results-ais__section_wpn_tss_nwb} AI Search evaluates active Genius Result configurations for a search profile in an order determined by their numeric Order field values, as defined in the search profile's Genius Results related list. Genius Result configurations with lower Order field values are evaluated before those with higher field values. As an example, a Genius Result configuration with Order 100 is evaluated before one with Order 200. To learn how to change the evaluation order, see [Set the evaluation order for Genius Result configurations in a search profile](https://servicenow-prod.fluidtopics.net/kQVyi5Zg25VU3o2XEmHYpw "Change the order in which AI Search evaluates Genius Result configurations linked to a search profile."). Note: Order field values for linked Genius Result configurations are set separately for each search profile. A Genius Result configuration that's linked to multiple search profiles can have a different Order field value in each profile. For instance, you might set an Order value of 100 for the Q\&A Genius Result configuration in one search profile but set a value of 750 for the same Genius Result configuration in a second search profile that it's linked to. A search application configuration's Genius Results Limit field value specifies the maximum number of Genius Result cards the application can display. For more details on search application configuration settings, see [Search Application Configuration form](https://servicenow-prod.fluidtopics.net/uTbNMDffKUQP4ypfUzaSJQ "The Search Application Configuration form enables you to create a search application configuration for an AI Search application."). ## Genius Result trigger conditions {#genius-results-ais__section_q3p_tbz_lnb} You can select any one of the following trigger conditions for a Genius Result configuration: * Always: The Genius Result configuration activates for all search queries. * NLU: The Genius Result configuration activates when the search query's detected intent matches a specified Natural Language Understanding (NLU) model intent. For more information on NLU models and intents, see [Natural Language Understanding](https://www.servicenow.com/docs/access?context=nlu-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). * Term: The Genius Result configuration activates when the search query consists of a single specified term or phrase. {#genius-results-ais__ul_yrh_fcy_nnb} Note: A Genius Result configuration can trigger and still not return answers. Genius Result answers only display when AI Search has extremely high confidence that there's a correct response for the search query. You should typically expect to see Genius Result answers for a small percentage of search queries. ## Genius Result answer types {#genius-results-ais__section_wb1_5bz_lnb} A Genius Result configuration can include either of the following answer types: * Search: When triggered, displays Genius Result cards for results from a search query. The search query must be defined in a server-side script included in the Genius Result configuration. Each search result displays as a separate Genius Result card, to a maximum of three cards. If the search query returns no results, no Genius Result card is displayed. * Script: When triggered, displays a Genius Result card containing key-value pairs. The object containing these key-value pairs must be defined in a server-side script included in the Genius Result configuration. The script can use methods from any ServiceNow AI Platform® public API to construct this object. {#genius-results-ais__ul_ovv_rcy_nnb} ## Language support {#genius-results-ais__section_nvw_jxl_qnb} In the base system, Genius Results only support English search queries. ## Table record limit for Genius Result configurations with NLU trigger conditions {#genius-results-ais__section_ulg_xh2_x4b} If an NLU model includes a table vocabulary source that references a table containing more than 100,000 records, sync fails for the vocabulary source. When sync fails, the model can't be successfully trained, and Genius Result configurations that use the model in their NLU trigger conditions don't operate correctly. Warning: Don't activate the People Genius Result configuration if your instance has more than 100,000 records in any of the following tables: * Catalog Item \[sc_cat_item\] * Department \[cmn_department\] * Location \[cmn_location\] * User \[sys_user\] {#genius-results-ais__ul_zxb_1r4_1tb}These tables are configured as vocabulary sources in the Default AI Search Genius Results Model specified in the People configuration's NLU trigger condition. If your instance has more than 100,000 records in any of the listed tables, training will fail for the NLU model and the People Genius Result configuration won't operate correctly. For more information on NLU vocabulary sources, see [NLU vocabulary](https://www.servicenow.com/docs/access?context=using-nlu-vocabulary&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Genius Result review feedback {#genius-results-ais__section_bgx_wr2_d1c} You can review individual Genius Result answers and provide feedback about their accuracy. To provide review feedback on a Genius Result answer, select one of the thumb icons shown on the answer card: * If the answer answers your question accurately, select the thumbs up icon ![](). * If the answer answers your question inaccurately, select the thumbs down icon ![](). {#genius-results-ais__ul_dqn_3s2_d1c}Your feedback helps ServiceNow improve future versions of Genius Result configurations. ## Interaction with other search features {#genius-results-ais__section_p3f_wsy_2nb} The following table describes interactions between Genius Results and other search features. {#genius-results-ais__table_vdr_yd5_fnb__entry__2} | Feature | Interaction with Genius Results | |-|-| | [Lemma and Unicode normalization](https://servicenow-prod.fluidtopics.net/6Fbn~REzz5F_YfroOW6zaw "AI Search normalizes inflected words and Unicode glyphs during indexing and at search query time. Normalization improves search recall and enables users to find content with variant forms of their search query terms.") | Search query terms added by lemma or Unicode normalization can't trigger Genius Result configurations with Term trigger conditions. | | [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.") | If a search query term that matches a Genius Result configuration's Term trigger is defined as a stop word, AI Search evaluates the trigger before removing that stop word from the search query. | | [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.") | Synonym expansion terms can't trigger Genius Result configurations with Term trigger conditions. | | [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.") | Auto-corrected search query terms can't trigger Genius Result configurations with Term trigger conditions. | [ ] {#genius-results-ais__table_vdr_yd5_fnb} * **[Genius Result configurations in the base system](https://servicenow-prod.fluidtopics.net/lCBtvqcQs2bEVu0ZtjxKPw)** Preconfigured AI Search Genius Result configurations display concise, actionable answers derived from high-relevancy search results. These configurations return Genius Result answers for Catalog Items, tables, users, and Knowledge articles that match your search. * **[Link a Genius Result configuration to a search profile](https://servicenow-prod.fluidtopics.net/GYlKzJqqeG9rmNg_bRqZVw)** Link a Genius Result configuration to one or more search profiles. * **[Set the evaluation order for Genius Result configurations in a search profile](https://servicenow-prod.fluidtopics.net/kQVyi5Zg25VU3o2XEmHYpw)** Change the order in which AI Search evaluates Genius Result configurations linked to a search profile. * **[Create a Genius Result configuration](https://servicenow-prod.fluidtopics.net/keDuVZAaFuouBlvTBUpXRw)** Create a Genius Result configuration, set its trigger condition, and configure the results displayed on its answer card. * **[Link an NLU model and intents to a Genius Result configuration](https://servicenow-prod.fluidtopics.net/bde75A4qYVoRikAG2dxp_Q)** Specify the NLU model and intents to use for a Genius Result configuration with an NLU trigger condition.