Configuring AI search in Recommended Actions

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Configuring AI search in Recommended Actions

    This guide helps ServiceNow administrators configure AI search within the Recommended Actions feature, enabling agents to efficiently find relevant resources through AI-powered search. The configuration integrates AI search results directly into the agents' workspace, enhancing productivity by providing targeted recommendations and actions.

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    Key Features

    • Enable AI Search Tab: Activate the AI search tab in the workspace by deselecting the "Hide Search" button in UI Builder, making AI search accessible in the contextual side panel.
    • Create Context and Search Application Configuration: Define contexts linked to specific tables (e.g., Case table) and select a search application configuration that specifies AI search as the search engine, including associated search sources and genius result configurations.
    • Map AI Search Results with Guidance Inputs: Link AI search results to corresponding guidance inputs in Recommended Actions to display relevant actions alongside search results. This can be done manually or automatically for search configurations.
    • Configuring Genius Results: Integrate various Genius Result configurations into the search profile to surface actionable top results from different tables:
      • Catalog Item: Shows top results from catalog items.
      • People: Displays top user records.
      • Q&A: Extracts answers from knowledge articles.
      • Now Assist Q&A: Leverages Now LLM to provide AI-generated answer snippets from knowledge articles (requires Now Assist in AI Search application).
    • Customize Recommended Actions UI Builder Component: Tailor the UI by modifying titles, tab order, visibility of Recommended Actions and Search tabs, and adjust advanced settings like number of results per page and search sources.

    Benefits for ServiceNow Customers

    • Improves agent efficiency by integrating AI-powered search directly within their workflow.
    • Enables relevant, actionable recommendations based on AI search results linked to organizational knowledge and resources.
    • Offers flexible customization options to align the search experience with organizational needs and user preferences.

    Next Steps

    To implement AI search in Recommended Actions, begin by enabling the AI search tab in UI Builder, create appropriate contexts and search configurations, map AI search results to guidance inputs, and configure Genius Result profiles to enhance search relevance. Finally, customize the UI components to ensure a seamless agent experience.

    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.

    Automatically map AI search results with guidance inputs

    Automatically create AI search results for a search configuration application in Recommended 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.