---
sourceDocument: Australia ServiceNow AI Platform user interface
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/platform-user-interface

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform user interface

ft:clusterId :

    - platux

bundleId :

    - platux

workflow :

    - Platform


---

# AI Search in Service Portal

# AI Search in Service Portal {#ariaid-title1}

* Release version: Australia
* 
* Updated April 23, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Configure the ServiceNow AI Search application for Service Portal so that portal users can take advantage of intelligent query features and quickly find the answers they need.

## AI Search features {#ai-search__section_nz1_pr3_5mb}

Flexible search

:   Unlike the legacy Zing search that was used in previous releases, AI Search provides enhanced search capabilities. Portal users can find answers with features like auto-complete search queries, natural language support, and typo handling.

    Figure 1. Search suggestions  
    Figure 2. Typo handling

Relevant and actionable search results

:   With AI Search enabled in Service Portal, the portal search
    engine captures information about the user --- such as their role, location, department,
    assets, and search history --- and returns search results that are relevant and
    personalized.

    AI Search also includes genius results that enables users to take action directly from the search results list.  
    Figure 3. Genius result

Intelligent search refinement

:   Portal users can refine their search results using dynamic and static filters. For example,
    if a user searches <kbd class="ph userinput">Mac</kbd>, they can use facets to filter search results
    by hardware or user profiles.

    Figure 4. Search facets  
    Figure 5. Tab filters ![Tab filters example]()

    For more information on using facets and tabs, see [Faceted Search widget](https://servicenow-prod.fluidtopics.net/IP86yL6QBVAzzvJ_ksU6mg "The Faceted Search widget displays search results and search facets defined for a search source. The Faceted Search widget enables end users to filter search results for a more meaningful result set.").

For more information on AI Search features, see [Exploring AI Search](https://www.servicenow.com/docs/access?context=explore-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US).

## Activation information {#ai-search__section_vk4_r3v_fnb}

AI Search is a ServiceNow AI Platform feature that is active by default.

AI Search is enabled in Service Portal for all new and zBoot
customers by default.

If you're upgrading to Australia as an existing customer, AI Search is inactive in Service Portal by default. You can enable it by updating the portal record. For more information, see [Enable and configure AI Search in Service Portal](https://servicenow-prod.fluidtopics.net/3OC_QMsaKN2AcpADhm8fKA "Enable and define the AI Search experience in your portal.").  
Note:  
Search widgets that you copied or customized before a system upgrade may not be compatible with AI Search. You can resolve this issue by running a fix script that reclassifies search widget instances. For more information, see [Reclassify cloned or customized search widgets](https://servicenow-prod.fluidtopics.net/aKgzzymS7UKmly6j2EG~ew "Search widgets that you cloned or customized before a system upgrade may not be compatible with AI Search. You can resolve this issue by running a fix script that reclassifies search widget instances.").

## Configuring AI Search for Service Portal {#ai-search__section_rlc_h4l_2nb}

Configure AI Search in Service Portal by defining the following:

Search application configuration
:   Defines search experience settings, such as the search engine, search results limit, and
    suggestions limit. For more information on defining a search application configuration, see
    [Defining search application
    configurations](https://www.servicenow.com/docs/access?context=defining-search-app-cfgs-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US).

Search results configuration
:   Defines how search results are displayed. For more information on defining a search
    results configuration, see [Define a composite dataset](https://www.servicenow.com/docs/access?context=define-composite-dataset&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

You can change the search application configuration or search results configuration that your
portal uses by updating the portal record. For more information, see [Enable and configure AI Search in Service Portal](https://servicenow-prod.fluidtopics.net/3OC_QMsaKN2AcpADhm8fKA "Enable and define the AI Search experience in your portal.").  
To use a different search application or search results configuration for a specific search widget, update the widget instance options. AI Search is used in the following widgets:

* [Homepage Search widget](https://servicenow-prod.fluidtopics.net/j3Oj18D0qekyFEmBnFxjkA "Add a search bar to your home page. You can use this base system widget as-is in your portal or clone it to suit your own business needs.")
* [Typeahead Search widget](https://servicenow-prod.fluidtopics.net/7LYPXui9114XIhXrnKSByw "Predictive search feature that shows words as users type. You can use this base system widget as-is in your portal or clone it to suit your own business needs.")
* [Faceted Search widget](https://servicenow-prod.fluidtopics.net/IP86yL6QBVAzzvJ_ksU6mg "The Faceted Search widget displays search results and search facets defined for a search source. The Faceted Search widget enables end users to filter search results for a more meaningful result set.")
* [Catalog Homepage Search widget](https://servicenow-prod.fluidtopics.net/MNnmAQ8XXN6NtcK_0xbv8g "Give your users the option to search the Service Catalog as soon as they log in. You can use this base system widget as-is in your portal or clone it to suit your own business needs.")
* [Knowledge Breadcrumbs widget](https://servicenow-prod.fluidtopics.net/leGgcT8xbmeR0ArW~hlGZg "Help users navigate a knowledge base by adding the Knowledge Breadcrumbs widget. You can use this base system widget as-is in your portal or clone it to suit your own business needs.")
{#ai-search__ul_cfz_dmv_fnb}

To configure the search results payload to navigate to and display the appropriate portal page
for a selected data source, define an AI Search results action. For more information, see [Define an AI Search Results Action](https://servicenow-prod.fluidtopics.net/diVaY8IZWz2LvXrPKhfxhw "Configure which portal page opens when a result is selected from the list of search results.").

You can configure the action buttons in genius results by defining an Entity View Action Mapping (EVAM)
action. For more information, see [Define an EVAM action](https://www.servicenow.com/docs/access?context=define-evam-action&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

You can customize the look and feel of the AI Search experience in Service Portal by updating the relevant CSS variables. For more information on these
variables, see [Theming for AI Search in Service Portal](https://servicenow-prod.fluidtopics.net/GTC5~jgdHB47P1qdfG9tHA "You can customize the look and feel of the AI Search experience in Service Portal by updating the relevant CSS variables.").

## Browser support {#ai-search__section_zg3_kr1_dnb}

With AI Search enabled in Service Portal, users must log in with a browser such as Google Chrome, Mozilla Firefox, Microsoft Edge (Chromium), or Apple Safari.
* **[Enable and configure AI Search in Service Portal](https://servicenow-prod.fluidtopics.net/3OC_QMsaKN2AcpADhm8fKA)**   
  Enable and define the AI Search experience in your portal.
* **[Define an AI Search Results Action](https://servicenow-prod.fluidtopics.net/diVaY8IZWz2LvXrPKhfxhw)**   
  Configure which portal page opens when a result is selected from the list of search results.
* **[Create a CSS include to override theming for AI Search in Service Portal](https://servicenow-prod.fluidtopics.net/VTVF16qmlqv~JRJzU4VSpA)**   
  Override theming for AI Search in Service Portal to match your company branding.