Default guidance for search results

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    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 Default Guidance for Search Results

    The Default guidance for search results provides a framework for handling search sources without predefined mappings in ServiceNow. With the Yokohama release, it streamlines the process of associating search results with appropriate actions, enhancing the efficiency of customer service agents.

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    Key Features

    • Automatic Mapping: The Recommended Actions application now automatically maps search results to actions, simplifying the admin's workload when configuring search applications.
    • Default Guidance: If a search source lacks a specific mapping, it defaults to this guidance, ensuring agents can still access relevant information.
    • Search Results Display: Results are shown in a card format within the Recommended Actions tab, providing a clear and organized view.
    • Card Elements: Each card includes:
      • Search Icon: A recognizable icon indicates search results.
      • Hint Text: Contextual information to assist agents.
      • Title: The main identifier of the search result.
      • Relevancy Score: Indicates how well the result matches the agent's query.
      • Record Fields: Key details about the guidance content, such as article number or case status.
    • Actions: Agents can dismiss guidance or open associated records directly within the panel, enhancing workflow efficiency.

    Key Outcomes

    This guidance ensures that agents can efficiently access and act on search results, improving response times and overall service quality. By providing default mappings and a user-friendly interface, it enables seamless navigation and management of search-related tasks within ServiceNow.

    The Default guidance for search results is a guidance that can be used for any search sources that don't have mapped guidances.

    Using AI search results in Recommended Actions requires a search application configuration. For each search source in that configuration, the admin creates a mapping from the search result to an action.

    Starting with the Yokohama release, the Recommended Actions application automatically creates the mapping between search results and actions.

    When an admin creates or updates the search application configuration for a context record, the system automatically creates search result mapping records for each of the search sources in that configuration.
    • If a search source does not have an existing mapping to an action, the system maps the search source to the default guidance.
    • If a search source has an existing mapping to a specific action, the system keeps that mapping and does not overwrite it with the default guidance.

    The default guidance enables agents to view search results for any type of record. The agent can view the search results in the Recommended Actions tab in the contextual side panel in CSM Configurable Workspace. Search results are displayed in a card format.

    Default guidance card

    The preview card for the default guidance displays information about the search result.

    Preview card for the default guidance displays information about the search result, including a title, fields that are relevant to the record type, "Open record" action and Dismiss action.

    The preview card for the default guidance includes the following elements.
    Element Description
    Search icon The search icon appears at the top of the card along with the hint text. The icon is made up of a magnifying glass with a sparkle. This icon makes it easy for customers to identify search results from suggested actions.

    Default guidance preview card magnifying glass icon and hint text
    Hint text Text that provides context for the guidance. The icon and hint text appear together at the top of the card above the title.
    Title The title appears at the top of the card.
    Relevancy score The relevancy score displays on the Share KB in chat interactions guidance in the Search tab of the Recommended Actions contextual side panel. It indicates how well a search result matches the agent’s query.
    Record fields Relevant fields related to the guidance content are displayed on the card. These fields provide key information about the guidance content.

    For example, a preview card for a knowledge article includes fields for the article number and author while the preview card for a case includes fields for the case number, state, and priority.
    Dismiss Agents can use this action to move the guidance from the Suggested actions tab to the Actions history tab. After selecting Dismiss, the agent receives a notification that the guidance has been moved.

    To view the Actions history tab, click the clock icon in the upper right corner of the Recommendations panel.
    Open record Agents can use this action to open the associated record in a sub tab. Agents can view the record details in the sub tab without navigating away from the main window.