--- 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 --- # Knowledge base articles Genius Results # Knowledge base articles Genius Results {#ariaid-title1} Release version: Australia Updated July 25, 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 Knowledge base articles Genius Results Knowledge base articles Genius Results leverage a large language model (LLM) to generate concise, actionable answer snippets from relevant knowledge articles within Service Portal, Virtual Agent, Employee Center, and global searches. This feature enhances the search experience by summarizing knowledge articles into up to three snippets per answer card, with direct links to the full source articles for detailed review. Show full answer Show less Note that this feature is in maintenance mode starting with the Now Assist in AI Search 11 release, meaning it will remain available but without further updates or support. Improved functionality is provided by the newer Summary Genius Results feature. ## Key Features * **Answer Generation:** Uses LLM to extract and summarize relevant content from knowledge article HTML fields, combining semantic vector search with legacy keyword search for better intent matching. * **Answer Cards:** Display up to three generated snippets with links to full articles. Feedback options allow users to rate answer accuracy, helping improve future results. * **Search Integration:** Supports AI Search portals, mobile apps, and global search through configuration and activation in corresponding ServiceNow modules. * **Language Support:** Default support is English only; additional languages can be enabled via Dynamic Translation, allowing both answer generation from and translation of non-English knowledge articles. * **Result Improvement Rules:** Works with blocking, boosting, and promoting rules to control which knowledge articles contribute to generated answers. * **Interaction with Search Features:** Handles synonyms, typo correction, and stop words blending semantic and keyword-based search methods to optimize answer relevance. * **Caching:** Query-time caches improve performance by reusing previously generated answers without reprocessing articles through the LLM service. ## Enabling and Configuration * Enable the feature using the **ServiceNow Otto for AI Search Setup** module for portals and mobile, and the **AI Search for Next Experience** application for global search. * Configure eligibility for answers by setting query filters (Java regular expressions) and minimum search term counts to control when Genius Results appear. * Provide user feedback on answer accuracy to help refine future result quality. ## Limitations and Considerations * Only English is supported by default; enable Dynamic Translation for multilingual capabilities. * Knowledge articles boosted or promoted by result improvement rules are more likely to appear but not guaranteed. * External content connector results are excluded from answer generation if the corresponding ServiceNow Store app is installed. * Answer snippets are automatically generated and may not match source article text verbatim; review for accuracy is recommended. * The LLM output can vary over time due to its non-deterministic nature, leading to variability compared to the legacy Q\&A Genius Results. ## Practical Benefits for ServiceNow Customers This feature enables customers to deliver more relevant, concise knowledge article answers directly within their search interfaces, enhancing user productivity by reducing search effort and time. By integrating with existing knowledge management and AI Search capabilities, customers can provide contextual, AI-generated insights while maintaining access to full article content. Administrators can tailor search behavior and enable multilingual support to fit organizational needs. Knowledge base articles Genius Results use the LLM to generate concise, actionable answers from knowledge article results in Service Portal, Virtual Agent, Employee Center, and global searches. Important: Starting with the Now Assist in AI Search 11 release, the Knowledge base articles Genius Results feature is in maintenance mode. This feature will remain available but will not be updated or supported. Similar and improved functionality is available in the newer Summary Genius Results feature. For more details on this feature, see [Summary Genius Results](https://servicenow-prod.fluidtopics.net/CS5LDmcfHQLxqDypQy2rXQ "Summary Genius Results use an LLM to generate search and chat responses that synthesize information from knowledge articles, Service Catalog items, and other available content types."). ## Knowledge base articles Genius Results overview {#now-assist-qna-genius-results__section_fvm_dpj_fzb} Knowledge base articles Genius Results send the most relevant knowledge articles from your search to the LLM, which generates answer snippets from the articles' HTML fields. Each Knowledge base articles Genius Result answer card displays up to three generated answer snippets. For reference, the answer card also includes a link you can select to view the source knowledge articles. The Knowledge base articles Genius Result answer card contains a snippet that summarizes a knowledge article. Select the answer card's View article action link to view the full knowledge article. Note: Because the Knowledge base articles 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. Knowledge base articles Genius Results use semantic vector search and legacy keyword search to find knowledge articles that best match the meaning and intent of your search query. For more details on semantic vector search, see [Semantic vector search in AI Search](https://servicenow-prod.fluidtopics.net/2DCULyElDqaFQk0zc_7vQw "Semantic vector search enables the Now LLM Service to find results based on how similar they are in meaning to your search terms. Knowledge base articles Genius Results and ServiceNow Otto for Virtual Agent use semantic vector search to improve recall with natural language interpretation of search queries."). The Knowledge base articles Genius Result configuration replaces the original Q\&A Genius Result configuration from the base system. The base system's configuration extracts answers from knowledge articles using internal routines instead of using the LLM. To learn more about the base system's Q\&A Genius Result configuration, see [Knowledge base articles Genius Results](https://servicenow-prod.fluidtopics.net/6dwI_xE9GdOh4zkrru~DLw "Knowledge base articles Genius Results display top search results extracted from HTML fields of records on the Knowledge [kb_knowledge] table and tables that extend it. Each Knowledge base articles Genius Result answer card shows a topic snippet and an answer snippet extracted from a single Knowledge article. You can view the full article directly from the answer card."). ## Enabling Knowledge base articles Genius Results {#now-assist-qna-genius-results__section_xlm_2pj_fzb} You can enable Knowledge base articles Genius Results in your AI Search portals and mobile applications using the ServiceNow® Otto for AI Search Setup module. For details on 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."). To use Knowledge base articles Genius Results in global search, you can enable the configuration in the AI Search for Next Experience application. For details on this procedure, see [Enabling Knowledge base articles Genius Results](https://servicenow-prod.fluidtopics.net/6AJovMnGU7UN~ic1isLLOA#enabling-now-assist-qa-grs "As a search administrator, you can use the Knowledge base articles Genius Results skill in AI Search portals and mobile applications by enabling the skill in search profiles. You can also use the skill in global search by enabling Knowledge base articles Genius Results in the AI Search for Next Experience application."). Note: When you activate Knowledge base articles Genius Results in a search application, they're available to all users who search using that application. ## Limitations {#now-assist-qna-genius-results__section_jp3_xpj_fzb} By default, Knowledge base articles 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."). Knowledge articles that are boosted or promoted by result improvement rules are more likely to appear as Knowledge base articles Genius Results, but aren't guaranteed to appear. Note: The Knowledge search property settings don't affect Knowledge base articles Genius Results. For more information on these settings, see [Knowledge search properties](https://www.servicenow.com/docs/access?context=r_KnowledgeProperties&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). If you have the External Content Connectors ServiceNow® Store application installed, Knowledge base articles Genius Results exclude search results retrieved from external content source systems when generating answers. ## Answer snippet creation for Knowledge base articles Genius Results {#now-assist-qna-genius-results__section_is5_4pd_bxb} AI Search uses the LLM to create each Knowledge base articles answer snippet from a knowledge article record's HTML fields. Each answer card can include up to three snippets. These snippets may all be generated from the same source article or from different source articles. LLM automatically determines which elements of a knowledge article's text to include in an answer snippet. You can't configure the criteria for this behavior. The LLM summarizes and abstracts content from the knowledge articles' text fields. Answer snippets displayed on Knowledge base articles Genius Result answer cards may not exist word for word in the source records. Both AI Search content retrieval and the LLM are continually improving, so Knowledge base articles results for specific queries may vary over time. Because results from the LLM are non-deterministic, you should expect a higher answer variability compared to the base system's Q\&A Genius Results. ## Interaction with other search features {#now-assist-qna-genius-results__section_bm3_lvz_nrb} The following table describes the interactions between Knowledge base articles Genius Results and other search features. {#now-assist-qna-genius-results__table_qx4_4vz_nrb__entry__2} | Feature | Interaction with Knowledge base articles 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 Knowledge base articles Genius Result answers for a search query, AI Search applies result improvement rules normally. The effects depend on the result improvement rule's action, as follows: * block: Knowledge base articles Genius Results don't generate answers from blocked records. * boost or promote: Boosted and promoted records are more likely to be used when generating Knowledge base articles Genius Result answers. {#now-assist-qna-genius-results__ul_jcx_vkp_4bc} | | [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.") | Knowledge base articles Genius Results use a blend of semantic vector search, which doesn't support stop words, and keyword-based search. AI Search only removes stop words from keyword-based searches, so answers may not reflect your stop words settings. | | [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.") | Knowledge base articles Genius Results use a blend of semantic vector search, which doesn't support synonyms, and keyword-based search. AI Search expands synonyms in keyword-based searches, so your synonyms are likely to improve the relevancy of Genius answers. | | [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 Knowledge base articles Genius Result answers for a search query, AI Search corrects misspelled terms in the query. | [ ] {#now-assist-qna-genius-results__table_qx4_4vz_nrb} * **[Enabling Knowledge base articles Genius Results](https://servicenow-prod.fluidtopics.net/6AJovMnGU7UN~ic1isLLOA#enabling-now-assist-qa-grs)** As a search administrator, you can use the Knowledge base articles Genius Results skill in AI Search portals and mobile applications by enabling the skill in search profiles. You can also use the skill in global search by enabling Knowledge base articles Genius Results in the AI Search for Next Experience application. * **[Define a query filter for Knowledge base articles Genius Results](https://servicenow-prod.fluidtopics.net/skqdoTL3IH18mJBCP3YmZw)** Define a Java regular expression pattern that a search must match to be eligible for triggering Knowledge base articles Genius Results. Searches that don't match this pattern don't return Genius Result answers from Knowledge base articles Genius Results. * **[Change the minimum search term count for Knowledge base articles Genius Results](https://servicenow-prod.fluidtopics.net/chuCXsEo2z2D5dtN5_6icQ)** Specify the minimum number of terms that a search must contain to be eligible for triggering Knowledge base articles Genius Results. Searches with fewer terms don't return Knowledge base articles Genius Result answers. * **[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. * **[Caching for Knowledge base articles Genius Results](https://servicenow-prod.fluidtopics.net/livrluJWPEeApIv1yqfa6A#caching-now-assist-q-a-gr)** AI Search provides two query-time caches to improve search performance for Knowledge base articles Genius Results. Caching enables AI Search to return previously generated answers without submitting knowledge articles to the Now LLM Service for answer generation.