Configuring AI Search

  • Release version: Washingtondc
  • Updated July 28, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    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 Configuring AI Search

    This content provides a comprehensive guide for ServiceNow customers on configuring the AI Search feature within the ServiceNow AI Platform. It details the necessary roles, indexed sources, search profiles, and application configurations to effectively implement and manage AI Search functionalities.

    Show full answer Show less

    Key Features

    • Role Assignment: Assign roles such as aisadmin, aishighsecurityadmin, and searchapplicationadmin for managing AI Search settings and content access.
    • Indexed Sources: Create and configure indexed sources for each table containing searchable content, enabling search capabilities across various data sets.
    • Search Profiles: Develop search profiles for different search experiences, controlling search behavior with settings for synonyms, stop words, and result improvement rules.
    • Application Configurations: Set up configurations for each application that utilizes AI Search, linking to designated search profiles and customizing search settings.
    • Guided Setup: Utilize the guided setup feature to streamline the configuration process for AI Search.
    • Custom Search Matchers: Optionally create global search matchers for precise search results based on specific table columns.
    • External Content Integration: With the appropriate plugin, search external documents and metadata alongside internal content.

    Key Outcomes

    Implementing these configurations allows ServiceNow customers to enhance their search capabilities, providing tailored and efficient search experiences across various applications. Customers can expect improved content discoverability and relevance in search results, empowering end-users with faster access to the information they need.

    Plan and configure your AI Search implementation.

    AI Search configuration overview

    Configuration stage Description
    Assign roles to AI Search administrators and users

    Assign the ais_admin role to users who need to create, read, update, and delete content indexing and search settings for AI Search.

    Assign the ais_high_security_admin elevated privilege role to users who need to access High Security settings for AI Search.

    Assign the search_application_admin to users who need to create, read, update, and delete search application configurations.
    Define indexed sources

    Create and configure an indexed source for each ServiceNow AI Platform® table that has content you want to make searchable. Index source tables to add their searchable content to the AI Search index.

    The base system includes pre-configured indexed sources for the Catalog Item, Knowledge, and User tables.
    Define search sources

    Apply filter conditions to indexed sources to define search sources that users can access in your search experiences.

    The base system includes pre-configured search sources that reference the default indexed sources.
    Define search profiles

    Create a search profile for each distinct search experience that you want to offer in search applications. Specify the data that users can search by linking search sources to the search profile. Control search behavior by configuring synonyms, stop words, typo handling settings, Genius Results, and result improvement rules.

    The base system includes pre-configured search profiles for use with Service Portal, Now Mobile, and the AI Search Assist Service Portal widget.
    Define search application configurations

    Create a configuration for each ServiceNow AI Platform application that supports AI Search. Select a search profile for the application to use. Configure application-specific search settings.

    The base system includes pre-configured search application configurations for Service Portal, Virtual Agent, and the AI Search Assist Service Portal widget.
    Enable and configure AI Search in ServiceNow AI Platform applications Specify AI Search as the search engine in supported ServiceNow AI Platform applications. Select a search application configuration for each application to use and configure available search UX settings.
    Create a custom search matcher for global search Optionally configure exact-match global searches that only match results from a specified column (field) on a particular ServiceNow AI Platform table.

    Using guided setup to implement AI Search

    Guided setup provides a sequence of tasks that help you configure AI Search on your ServiceNow instance. To open AI Search guided setup, navigate to All > AI Search > Guided Setup.

    For more information about using the guided setup interface, see Using guided setup.