Activate user context matching for Now Assist Q&A Genius Results

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 3 min. de leitura

    • Configure the Now LLM Service to prefer knowledge articles that match the search user's location and company name when selecting articles for Now Assist Q&A answer generation.

    Antes de Iniciar

    The Now Assist in AI Search ServiceNow® Store application must be installed on your instance. For details on installing this application, see Install Now Assist in AI Search.

    Role required: admin

    Por Que e Quando Desempenhar Esta Tarefa

    By default, the Now LLM Service does not include user context features, such as the search user's location or company, when determining which knowledge article to select for Now Assist Q&A Genius Result answer generation. As a result, a user in France who searches for employee benefits might see a Now Assist Q&A Genius Result answer card with an answer generated from a knowledge article for US employee benefits.

    Administrators can configure the Now LLM Service to consider the location and company name user context features when selecting knowledge articles for Now Assist Q&A answer generation. When this capability is activated, the Now LLM Service selects knowledge articles that match the user context's location or company name in preference to articles that don't match those features. For example, when a user in France searches for employee benefits, the Now LLM Service selects knowledge articles that match employee benefits and France in preference to articles that just match employee benefits.

    Aviso:
    Activating user context matching causes Now Assist Q&A Genius Results to generate more No answer responses. It's a good idea to test this capability in a non-production environment before you activate it in production.
    Now Assist Q&A Genius Result user context matching activates when all of the following conditions are satisfied:
    • The glide.ais.query.disable_augmentation_for_boost system property's value is set to false.
    • One or more of the knowledge articles sent to the Now LLM Service for consideration has its relevancy score boosted by a result improvement rule that satisfies the following conditions:
      • The result improvement rule's boost action applies a boost value greater than 1.0.
      • The result improvement rule's boost action operates on a field whose name contains any of these words: city, company, country, department, state.
    • The active search application's search profile includes a link to the User Context Synonym Dictionary. This dictionary defines synonym terms for geographical locations found in user context fields, such as countries, provinces, states, and cities. You can add your own user context synonym terms to the User Context Synonym Dictionary.

    To learn more about result improvement rules and boost actions, see Result improvement rules and Boost search results using a result improvement rule. For details on synonyms and creation and modification of synonym terms, see Synonyms and Create synonyms.

    Procedimento

    1. In the Filter field, enter sys_properties.list and press Enter.
    2. Search for the glide.ais.query.disable_augmentation_for_boost system property.
      • If the system property already exists, set its value to false and select Update.
      • If the system property doesn't exist, go to the next step.
    3. Select New.
    4. On the System Property form, enter the following field values.
      Field Value
      Name glide.ais.query.disable_augmentation_for_boost
      Type true | false
      Value false

      For more details on System Property record fields, see Add a system property.

    5. Select Submit.
      The system property's value is set to false.
    6. For each AI Search application that you want to activate Now Assist Q&A Genius Result user context matching for, link the User Context Synonym Dictionary to the search application's search profile.
      1. Navigate to All > AI Search > Search Experience > Search Applications.
        The Search Application Configuration [sys_search_context_config] table displays in list view.
      2. Find the record for your chosen AI Search application and select the search profile record link in its Search Profile column.
        For example, if you want to activate Now Assist Q&A Genius Result user context matching for Service Portal, find the Service Portal Default Search Application and select the Service Portal Default Search Profile link in the Search Profile column.
      3. In the Search Profile form's Synonyms related list, select Link Existing.
      4. On the Search Profile - Dictionary Mapping form, fill in the Dictionary field.
        Field Value
        Dictionary user_context_synonym_dictionary

        For a description of the field values, see Search Profile - Dictionary Mapping form.

      5. Select Submit.
        The User Context Synonym Dictionary appears in the search profile's Synonyms related list.
      6. Select Publish.
        For more details on publishing search profiles, see Publish an AI Search search profile.
      The User Context Synonym Dictionary is linked to the chosen search profile.