Using AI Search with CSM Configurable Workspace
Summarize
Summary of Using AI Search with CSM Configurable Workspace
ServiceNow's AI Search application now replaces the Zing search application in CSM Configurable Workspace starting with the Utah release. This enhancement allows users to efficiently search across customer service management (CSM) data using the Unified Navigation search field. Users can toggle between global search results and CSM/FSM Configurable Workspace-specific results, benefiting from updated search configurations and improved indexing.
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Search Application Configurations and Indexed Sources
The CSM Configurable Workspace includes a preconfigured AI Search application called [CSM AIS] Configurable Workspace Search Config, which defines the search engine and settings tailored to CSM needs. This configuration indexes key tables such as:
- Account [customeraccount]
- Case [sncustomerservicecase]
- Consumer [csmconsumer]
- Contact [customercontact]
- Order and Order Line Item [csmorder, csmorderlineitem]
- Catalog item [sccatitem]
These indexed sources determine the scope of searchable content within the workspace.
Navigation Tabs and Facets
The search results page features navigation tabs that act as static filters by indexed source, including options like All, Cases, Accounts, Contacts, Consumers, Orders, Order Line Items, and Locations. Additionally, facets provide dynamic filtering options by key field values such as State, Priority, Assignment Group, Product, Account, Contact, Consumer, Needs Attention, Action Status, Channel, Active status, and Escalation. These filters help users quickly refine search results within the workspace.
Guided Setup and Migration from Zing
A guided setup tool assists administrators in migrating from the legacy Zing search configurations to AI Search, ensuring smooth transition and configuration alignment. For Utah zBoot instances, AI Search is the default for global and CSM Configurable Workspace searches. If customizations were made to Zing configurations, manual migration or deletion of obsolete sources may be required.
Fuzzy Matching for Enhanced Search
Fuzzy matching allows agents to find records using partial or slightly incorrect information, improving search flexibility. When the Customer Service plugin is activated, fuzzy matching is automatically enabled for both global search and Recommended Actions components in CSM Configurable Workspace.
- Results include approximate matches ranked by relevance, prioritizing exact matches.
- Administrators must re-index AI Search tables after enabling fuzzy matching to ensure accurate search results.
- Verification of fuzzy matching activation can be done via a background script command.
Practical Benefits for ServiceNow Customers
- Improved search relevance and flexibility within CSM Configurable Workspace.
- Unified experience with global and workspace-specific search results.
- Enhanced filtering capabilities through navigation tabs and facets.
- Simplified migration from Zing to AI Search with guided tools.
- Automatic fuzzy matching support for partial and approximate searches.
By leveraging these AI Search features, ServiceNow customers can expect more efficient case handling, faster information retrieval, and an overall enhanced user experience within the CSM Configurable Workspace.
Use the ServiceNow® AI Search application with CSM Configurable Workspace.
Starting with the Utah release, the AI Search application replaces the Zing search application for CSM Configurable Workspace. To support this feature, the Zing search configurations have been migrated to AI Search.
Use the Unified Navigation search field in CSM Configurable Workspace to search for information. You can switch between global search results and results from the CSM/FSM Configurable Workspace workspace application. The different search configurations are based on different tables.
For more information about using AI Search with CSM Configurable Workspace, see AI Search for Next Experience.
Search application configurations
A search application configuration specifies the search engine and the settings to use for search in a ServiceNow AI Platform application. The [CSM AIS] Configurable Workspace Search Config search application configuration is provided with the CSM Configurable Workspace store app.
To access this configuration, navigate to .
AI Search indexed sources
- Account [customer_account]
- Case [sn_customerservice_case]
- Consumer [csm_consumer]
- Contact [customer_contact]
- Order Line Item [csm_order_line_item]
- Order [csm_order]
- Catalog item [sc_cat_item]
Navigation tabs
- All
- Cases
- Accounts
- Contacts
- Consumers
- Orders
- Order Line Items
- Locations
For information about creating navigation tabs, see Configure navigation tabs in an AI Search application configuration.
Facets
- State
- Priority
- Assignment Group
- Product
- Account
- Contact
- Consumer
- Needs Attention
- Action Status
- Channel
- Active Escalation
For information about creating facets, see Create a facet in an AI Search application configuration.
Guided setup
Guided setup provides a sequence of tasks that helps you configure search application settings. To access guided setup, navigate to .
This guided setup tool assists with the migration of Next Experience applications from Zing to AI Search. For more information about using guided setup, see Configuring AI Search for Next Experience.
Depending on your release, you may need to perform only some of the tasks within the guided setup to use AI Search with CSM Configurable Workspace. For Utah zBoot instances, AI Search is the default search application for global search and the CSM Configurable Workspace application.
Migrating Zing search configurations
- If you have added or modified any search sources in Agent Workspace Search Config, you must migrate these sources to AI Search.
- If you have deleted any search sources from Agent Workspace Search Config, you must manually delete them from [Migrated] Agent Workspace Search Config
Enable fuzzy matching in AI search
Fuzzy matching enables agents to search for records using partial record IDs or incomplete record details and retrieve relevant results. Fuzzy matching identifies similar but not identical elements in data table sets.
AI search in CSM Configurable Workspace supports fuzzy matching with a script. Activating the Customer Service plugin (com.sn_customerservice) automatically runs the script and enables fuzzy match search in both the CSM Configurable Workspace global search and the Recommended Actions AI search component.
- AI search returns results based on approximate matching, including partial text or slightly mistyped record IDs.
- The system ranks the search results in order of relevance, prioritizing exact matches but including close matches.
- Make sure that fuzzy matching is enabled by running this command as a background script:
gs.info(new sn_ais.AisUtil().isFuzzyNumberMatchEnabled());
The result should be 'true'.
- Make sure that AI search is enabled.
- Navigate to .
- Select the table to re-index.
- Select Index All Tables.
- Go to the homepage and enter a search query in the global search field.
You should see fuzzy matching results for the tables that were re-indexed.