Configuring AI search in Recommended Actions

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Configuring AI Search in Recommended Actions

    This guide provides administrators with the steps necessary to configure AI search in Recommended Actions, enabling agents to efficiently find relevant resources through AI-driven search capabilities.

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    Key Features

    • AI Search Tab: Enable the AI search tab in UI Builder by deselecting the Hide Search button, allowing it to display in the workspace's contextual side panel.
    • Context Creation: Create a context linked to specific tables (e.g., Case table) to allow agents to see tailored recommendations.
    • Search Application Configuration: Specify AI search as the search engine, which includes search sources and genius result configurations.
    • Genius Results Mapping: Map AI search results with guidance inputs to present actionable results effectively.
    • Customization: Tailor the Recommended Actions UIB component by modifying titles, tab orders, and visibility of tabs.

    Key Outcomes

    By following these steps, ServiceNow customers will enhance their agents' ability to retrieve information quickly and accurately, leading to improved efficiency and user satisfaction. The customizable features allow organizations to align the AI search functionality with their specific operational needs, enhancing overall service delivery.

    As an admin, configure AI search in Recommended Actions to enable agents to perform an AI search to find relevant resources.

    You can configure AI search in Recommended Actions by performing these procedures.
    Table 1. Steps to configure AI search
    Step Action
    Enable the AI search tab in UI builder Deselect the Hide Search button in UI Builder to display the AI search tab in the contextual side panel of your workspace.
    Create a context and select a search application configuration
    • Create a context so that agents can see recommendations for records from a specific table, such as the Case table.
    • Select a search application configuration to specify AI search as the search engine. This configuration includes search sources and genius result configurations.
    Map AI search results with guidance inputs in Recommended Actions

    Map AI search results with guidance inputs to enable the AI search results to be displayed with appropriate actions.

    Configuring genius results

    In the search profile of your selected search application configuration, link the following Genius Result configurations to display actionable top results. For more information, see Link a Genius Result configuration to a search profile.

    Genius Result configuration Description
    Catalog item Displays top search results from the Catalog Item [sc_cat_item] table. Each answer card shows a single CI record.
    People Displays top search results from the User [sys_user] table. Each answer card shows a single user record.
    Q&A Displays top search results extracted from HTML fields of records on the Knowledge [kb_knowledge] table and tables that extend it. Each answer card shows a topic snippet and an answer snippet extracted from a single knowledge article.
    Now Assist Q&A Displays the top search results extracted from the HTML fields of the records on the Knowledge [kb_knowledge] table and the tables that extend it. Each answer card shows an answer snippet extracted by Now LLM from a knowledge article. For reference, the answer card also includes a link the user can select to view the source knowledge article.
    Note:
    Now Assist in the AI Search application (com.ais_assist) is required to link the Now Assist Q&A Genius Result configuration to your search profile. For more information, see Now Assist in AI Search.

    Customizing Recommended Actions UIB component for AI search

    • Customize the Recommended Actions UIB component to align with your organization's requirements:

      • Modify titles for the main heading, Recommended Actions tab, and Search tab.
      • Modify the order of the Recommended Actions and Search tabs.
      • Hide or show Recommended Actions and Search tabs.

      For more information, see Recommended Actions UIB setup.

    • Explore advanced customization options, such as adjusting the number of results to view on a page, identifying genius results to add to the search profile, and configuring search sources. For more information, see Configuring AI Search.