External Content Q&A Genius Results

  • Release version: Washingtondc
  • Updated July 29, 2025
  • 3 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 External Content Q&A Genius Results

    External Content Q&A Genius Results enable concise, AI-generated answers derived from documents in your Microsoft SharePoint Online. Utilizing an Integration Hub subflow, the system searches for relevant documents and sends them to the Now LLM Service for answer generation, complete with downloadable source document links.

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    Key Features

    • Integration with Microsoft SharePoint Online: Utilizes user credentials to access and generate answers from accessible documents.
    • Feedback Mechanism: Users can provide feedback on generated answers to improve accuracy in future versions.
    • Language Support: Default support for English, with options to enable additional languages through Dynamic Translation.
    • OAuth Configuration: Requires setup of an OAuth application in Microsoft Azure for permission and authorization.

    Key Outcomes

    By configuring External Content Q&A Genius Results, ServiceNow customers can enhance their AI Search capabilities, ensuring relevant and actionable insights from SharePoint documents. Customers are empowered to conduct targeted searches, benefit from accurate answer generation, and leverage user feedback to continuously improve the service.

    External Content Q&A Genius Results display concise, actionable AI-generated answers derived from documents in your Microsoft SharePoint Online instance.

    External Content Q&A Genius Results overview

    The External Content Q&A Genius Result configuration searches for documents relevant to your search using an Integration Hub subflow. If it finds sufficiently relevant documents, it sends them to the Now LLM Service, which generates answers from their content and metadata.

    Each External Content Q&A Genius Result answer card includes a generated answer. For reference, the answer card also includes a link you can select to download the source documents.
    Note:
    Because the External Content Q&A Genius Result answer is automatically generated, it's a good idea to review it for accuracy. You can provide feedback on the answer by selecting the thumbs-up icon (Thumbs-up icon.) if the generated answer is accurate, or the thumbs-down icon (Thumbs-down icon.) if it's not. Your feedback helps ServiceNow improve future versions of this Genius Result configuration.

    When searching for relevant documents, the system uses your Microsoft SharePoint Online credentials and user profile, so your searches generate External Content Q&A Genius Result answers from documents that you can access.

    Enabling External Content Q&A Genius Results

    To make External Content Q&A Genius Results available for use in AI Search applications, administrators first need to perform the following steps:
    1. Ensure that the ServiceNow IntegrationHub Enterprise Pack Installer [com.glide.hub.integrations.enterprise] plugin is installed on your instance. If this plugin isn't installed, you can request it. For details on requesting IntegrationHub plugins, see Request an Integration Hub plugin.
    2. Create and configure an OAuth application in the Microsoft Azure portal to verify and authorize connection requests from your ServiceNow AI Platform® instance. To learn about this procedure, see .
    3. Add the AllSites.FullControl SharePoint delegated permission (and grant admin consent) to your new OAuth application in the Microsoft Azure portal. For details on this procedure, see Configure SharePoint API permissions for your External Content Q&A Genius Results OAuth 2.0 application.
    4. Define OAuth configuration settings for External Content Q&A Genius Results. For full details on the required OAuth settings, see Configure OAuth settings for External Content Q&A Genius Results.

    Next, search administrators need to enable External Content Q&A Genius Results in one or more AI Search portals. To learn about this procedure, see Enable Now Assist Genius Results in AI Search portals.

    Once all these steps are completed, AI Search portal users can authorize External Content Q&A Genius Results for their searches by authenticating with Microsoft SharePoint Online. For details on this authentication procedure, see Sign in to Microsoft SharePoint Online to authorize External Content Q&A Genius Results.
    Note:
    When you activate External Content Q&A Genius Results in a search application, they're available to all users with Microsoft SharePoint Online credentials who search using that application.

    Limitations

    By default, External Content Q&A Genius Results only support English-language searches. Administrators can enable support for other languages by activating Dynamic Translation. To learn more about how content and answers are translated, see Dynamic Translation for Now Assist Q&A Genius Results. For more details on Dynamic Translation, see Dynamic Translation.

    External Content Q&A Genius Results only generate answers from documents found in your Microsoft SharePoint Online instance. They don't generate answers from sites found in your instance.

    Interaction with other search features

    The following table describes the interactions between External Content Q&A Genius Results and other search features.

    Feature Interaction with External Content Q&A Genius Results Genius Results
    Result improvement rules

    When computing External Content Q&A Genius Result answers, AI Search doesn't apply your result improvement rules because they don't operate on documents from your Microsoft SharePoint Online instance.
    Stop words

    When computing External Content Q&A Genius Result answers, AI Search doesn't remove stop words from your search.
    Synonyms

    When computing External Content Q&A Genius Result answers, AI Search doesn't expand synonyms found in your search.
    Typo handling

    When computing External Content Q&A Genius Result answers, AI Search doesn't correct misspelled search terms.