--- sourceDocument: Yokohama Enable AI sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/intelligent-experiences Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # User search analyzer # User search analyzer {#ariaid-title1} Release version: Yokohama Updated February 7, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 User search analyzer The User search analyzer dashboard in ServiceNow's Now Assist provides administrators with valuable insights into user search behavior and the effectiveness of search results, particularly in enhancing self-service experiences. This tool helps Knowledge admins optimize Knowledge content and improve its availability within search results, ensuring users find relevant information quickly. Show full answer Show less ## Key Features * **Total search queries:** Displays the total number of search queries handled by Now Assist across self-service channels. * **Queries with genius results:** Shows how many queries returned one or more genius results, indicating successful matches. * **Queries with Knowledge Base articles as genius results:** Highlights queries that returned Knowledge Base articles as top results. * **Queries with catalog items as genius results:** Highlights queries that returned catalog items as top results. * **Queries without genius results:** Identifies queries where Now Assist did not provide any genius result, helping admins spot gaps. * **Search queries per source or channel:** Breaks down query volume by the channel of origin, such as Virtual Agent or Service Portal, providing visibility into usage patterns. * **Top 5 queries:** Lists the five most frequent search queries overall, queries without results, queries resulting in Knowledge articles, and queries resulting in catalog items. These lists help prioritize content improvements and identify unmet user needs. ## Key Outcomes By leveraging the User search analyzer dashboard, ServiceNow customers can: * Understand search performance and common user queries across multiple channels. * Identify which queries successfully return Knowledge articles or catalog items, enhancing the self-service experience. * Detect queries that fail to return relevant results, allowing targeted content updates or new content creation. * Optimize Knowledge content and catalog items based on real user search behavior, increasing efficiency and user satisfaction. Gain insights into user search queries and results provided by Now Assist. The User search analyzer dashboard page contains indicators that help admins understand the effectiveness of search in enhancing the self-service experience. Equipped with insights from the dashboard, Knowledge admins can improve Knowledge content and availability for search. Figure 1. User search analyzer dashboard page The indicators on the User search analyzer dashboard page provide the following insights. See [AI Analytics dashboard indicator details](https://servicenow-prod.fluidtopics.net/10BIescpPu5ytmjzKnX~gQ "Indicator details help you understand the data and calculations behind an indicator that is presented in the form of a visualization on the dashboard.") for information on the data and calculations behind each indicator. * Search queries that yielded Knowledge Base articles and catalog items as genius results. * Distribution of search queries by the source that they originated from, for example, Now Assist in Virtual Agent, Service Portal. * List of the most common queries that did or didn't yield genius results. {#user-search-analyser__ul_ln1_nxr_bdc} ## User search analyzer indicators {#user-search-analyser__section_fd3_tdf_l2c} Total search queries : This area of the dashboard shows the total number of search queries handled by Now Assist self-service channels. Figure 2. Total search queries indicator Queries with genius results : This area of the dashboard shows the number of genius results returned by Now Assist for the users to review. Note: A query can have more than one genius result. Figure 3. Queries with genius results indicator Queries with Knowledge Base articles as genius results : This area of the dashboard shows the number of search queries where Now Assist returned Knowledge articles as genius results for the users to review. Figure 4. Queries with Knowledge Base articles as genius results indicator Queries with catalog items as genius results : This area of the dashboard shows the number of search queries where Now Assist returned catalog items as genius results for the users to review. Figure 5. Queries with catalog items as genius results indicator Queries without genius results : This area of the dashboard shows the number of responses where Now Assist didn't provide a genius result response for the users to review. Figure 6. Queries without genius results indicator Search queries per source or channel : This area of the dashboard shows the number of search queries handled by each of the AI Search sources or channels. Figure 7. Search queries per source or channel indicator Top 5 queries : This area of the dashboard shows the top five search queries by the respective query count. Figure 8. Top 5 queries Top 5 queries without results : This area of the dashboard shows the top five search queries that didn't yield any result. Figure 9. Top 5 queries without results indicator Top 5 queries resulting in Knowledge articles as genius results : This area of the dashboard shows the top five search queries where Now Assist returned Knowledge articles as genius results, with respective query count. Figure 10. Top 5 queries resulting in Knowledge articles as genius results indicator Top 5 queries resulting in catalog items as genius results : This area of the dashboard shows the top five search queries where Now Assist returned catalog items as genius results, with respective query count. Figure 11. Top 5 queries resulting in catalog items as genius results indicator