Using AI Search with CSM Configurable Workspace
Summarize
Summary of Using AI Search with CSM Configurable Workspace
The ServiceNow® AI Search application enhances the CSM Configurable Workspace by replacing the previous Zing search application starting from the Utah release. Users can utilize the Unified Navigation search field to access both global and workspace-specific search results, relying on various indexed sources for accurate information retrieval.
Show less
Key Features
- Search Application Configurations: Configurations dictate the search engine and settings. Access the CSM AIS Configurable Workspace Search Config through AI Search > Search Experience > Search Applications.
- Indexed Sources: The application supports searching across several tables, including Accounts, Cases, and Orders, among others.
- Navigation Tabs: Static filters for search results include categories like All Cases, Accounts, and Contacts to streamline the search process.
- Facets: Dynamic filters allow users to refine results based on specific attributes, such as State or Assignment Group.
- Guided Setup: A tool that helps configure search settings and migrate from Zing to AI Search, accessible through AI Search for Next Experience.
- Fuzzy Matching: Enables searches using partial or slightly incorrect record details, enhancing the search experience by returning relevant results.
Key Outcomes
By leveraging AI Search with CSM Configurable Workspace, customers can expect:
- Improved search accuracy and ease of use through fuzzy matching and refined search capabilities.
- Streamlined migration from Zing to AI Search, ensuring continuity in search functionality.
- Enhanced ability to filter and find information quickly across multiple indexed sources.
To optimize the use of AI Search, ensure that all necessary configurations are performed, including re-indexing tables after enabling fuzzy matching.
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.