If you miss any content, please leave it as a comment and I will add it to this article.
| Table of Contents |
My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is AI Search?
The ServiceNow AI Search application provides a modern consumer-grade search engine for Service Portal, Mobile Experiences, and Virtual Agent. Intelligent query features enable users to quickly find the answers they need.
Entry point to the official product information pages
Entry point to the official product documentation
Summarized overview in one PDF file
The Implementation Guide provides step-by-step information to not only achieve a minimal setup of the product but also to provide guidance to tune and customize AI Search
Trainings & Courses
AI Search is ServiceNow's consumer-grade search experience that connects employees and customers to the answers they need anytime. Organizations must decide which information their employees and customers can consume to provide personalized and relevant results. To make information available to users, this course teaches users how to add content to AI Search.
Explore AI Search with a Hands-on Lab
Explore ServiceNow's modern, consumer-grade search engine, AI Search. In this self-paced lab, you will learn how to enable AI Search for an existing search application, fine-tune the search experience using the platform's easy and intuitive administrative tools, and configure settings to improve users' search experience.
Introduction to AI Search and External Content Connectors
This on-demand course provides guidance on the working and usage of AI search and External Content Connectors (XCC).
Articles & Blog Posts
2021-03-30 by @Lener Pacania1
Make some room Zing, AI Search is coming to Quebec!
In this article, I’ll speak to three key reasons why you should consider switching to AI Search.
2021-07-23 by @Victor Chen
Enabling AI Search in Your Hub in Microsoft Teams
The embedded employee Service Portal in the MS Teams "Your Hub" tab does not have a search bar out-of-box, but it doesn't have to stay that way. The embedded portal (eesp) is configurable the same as other portals. Below are the steps to add a search bar to the portal and enable AI Search. This article also very briefly covers AI Search configuration and Portal designer.
2021-09-08 by ServiceNow Support
Override search term hit highlight color and remove borders in AI Search Results on Service Portal
AI Search results and the Search Facet Filter container has a border of 1px. The search term has a highlighted pre-defined color based on theme. However, at present there are no baseline theming variables for overriding them - if the customers want to override e.g. remove the borders from the search results container and search facet filter and change the hit highlight color to match customer brand theming. To address the above-mentioned issue, this KB article lists the workaround steps to achieve the same.
2021-09-09 by @Heather Phipps
Content Creation for Relevancy in AI Search
While machine learning–based relevancy will automatically optimize AI Search results over time, the following techniques may be used to maximize relevancy. They are especially useful for bootstrapping, while user interactions are not yet available to learn from.
2021-10-09 by @Heather Phipps
Enabling Multilingual Search with AI Search
This article describes the benefits of AI Search relative to Zing for multilingual content, how document filtering by language works in AI Search, and how to configure AI Search to improve the search experience for international users.
2022-02-08, by Mavis
Improve knowledge coverage and search experience with AI Search Analytics Dashboard
AI Search Analytics Dashboard helps application owners better understand the needs of users, and gain insights on how to improve search experience and knowledge coverage as well as build cases for business-critical actions.
2022-02-11 by @Gerard Dwan
Custom Icons for AI Search Results
This is a walkthrough for the most complex case, new external content. Following the last couple of steps will allow you to update icons for an out-of-the-box or existing search result configuration.
2022-02-11 by @Max Grabner
How to index external content with AI Search
In this article, I will describe how to integrate and index external content with AI Search into your ServiceNow instance without replicating your external documents into ServiceNow.
2022-03-09 by @Gerard Dwan
Going Live with AI Search? Follow these steps
As many customers prepare for going-live with AI Search, there are a few best practices steps to ensure a smooth go-live and first few weeks.
2022-03-16 by @Gerard Dwan
Changing the default attachment behavior in AI Search
Overview of the configuration options to control displaying search results of attachment and the behavior when clicking on them.
2022-04-25 by @Loic1
Define Searchable Content for AI Search
Content such as records in tables needs to be defined and indexed to be surfaced to users. This step explains what indexing is and reviews the default configuration for Knowledge articles and Catalog items. We go through how to index additional tables, indexing settings and security.
2022-04-29 by @Loic1
Drive Action with Genius Results in AI Search
Genius Results significantly improve the search experience and provide faster resolution. By understanding the intent, answers with strong relevancy are turned into actionable cards. A user can directly act instead of navigating the results. Learn about the OOB Genius Result, create more, and make NLU works for you.
2022-05-09 by @Loic1
Make AI Search Even Better with some Tuning
Tune the search experience and improve the results based on information specific to your organization. You can quickly test how the search behaves with the Search Preview, add vocabulary specific to your organization and create rules to influence the results.
2022-05-16 by @Loic1
Index page for referencing all articles of that series:
- Define Searchable Content
- Configure the Experiences
- Drive Action with Genius Results
- Make AI Search Even Better
- Deploy, Monitor and Improve
2022-05-10 by @Loic1
2022-08-04 by @Loic1
Changing the AI Search navigation on Employee Center
In this technical How To article, we'll cover the configuration steps needed to change the behavior of the navigation when a user clicks on a search result.
2022-08-28 by @Loic1
In this series of articles, we'll cover searching external content with AI Search.
2023-02-16 by @Gerard Dwan
AI Search’s Synonym feature is extremely powerful but requires a careful eye and an awareness of the content before configuring
2023-03-03 by @Shamus Mulhall
Result Improvement Rules for Global Companies
The goal of this article is to provide detailed steps and explanation on how to create and use Result Improvement Rules (RIR) along with best practices to support a positive user experience.
2025-05-14 by @NataliaH
Making AI Search Work: Practical Lessons from the Field
This article continues our series from the AI Center of Excellence Team at ServiceNow. It focuses on solving a specific set of customer challenges related to AI Search, based on real-world project experience.
Videos & Podcasts
2021-02-19, by ServiceNow Dev Program
On this episode, we will explore setting up and using the new AI Search capability released in Quebec. Crack a beverage and come join us!
2021-11-22 by OptimLogiq
This video demonstrates the basics of Artificial Intelligence (AI) Search capability of ServiceNow. We will configure basic AI Search and implement it on default/OOB Service Portal.
2022-05-04, by ServiceNow Community
Virtual Agent Academy: Using AI Search and other search tools with Virtual Agent
Victor Chen shows how to use AI Search, FAQ, and Contextual Search to power Virtual Agent search experiences.
2022-06-20 by snowexpertrohit
AI Search in Service Portal Configuration | Step by Step AI Search Setup
2022-06-27 by snowexpertrohit
AI Search setup for task table | Configure AI Search for Any Table | Entity View Action Mapper(EVAM)
2022-07-28 by ServiceNow Community
Getting Started with AI Search
Learn how to get started with AI Search.
2022-08-10, by ServiceNow Community
Personalize your AI Search experience with tuning
In this installment of our AI Search series, our AI expert, Loic Sanchez shares how to curate profiles for a better search experience. Watch this AI Academy session to learn how to personalize your AI Search experience with tuning!
2022-08-11, by ServiceNow Community
Turbocharge your Experience with AI Search
Join ServiceNow experts to learn about common challenges solved by AI Search and the best practices to get started. Topics include:
- Leveraging configuration options in your Search Profile
- Customizing look and feel for your search results
- Taking advantage of Search Analytics to measure effectiveness
- Considerations for Go-live.
2022-09-07, by ServiceNow Community
Getting Started with External Content in AI Search
We understand that not all of our customers' content lives in the ServiceNow platform, so this AI Academy session shows about how to make that external content searchable in AI Search.
2022-10-05, by ServiceNow Community
New Enhancements in AI Search to Accelerate Productivity
In this AI Academy session, discover the latest enhancements in AI Search in Tokyo. Our AI experts, Marcelle Goodsell and Nabil Asbi, show how AI Search delivers responsive autocomplete suggestions and how AI Search Global Workspace brings unified and ML-based relevancy across all search results regardless of where the data is from.
2022-10-05, by ServiceNow Community
Get ready to elevate agent productivity with better search with AI Search in Next Experience! Join AI experts Mavis Zhang and Nabil Asbi in this AI Academy session where they show an enhanced AI Search-powered experience with better relevancy in Next Experience global search and configurable workspaces.
2022-12-02 by ServiceNow Community
AI Search: External Content - SharePoint Connector
Our latest AI Academy session in the AI Search series: Gerard Dwan, AI Product Success expert presents “AI Search External Content: SharePoint Connector”
2023-01-27 by ServiceNow Community
AI Search - Result Improvement Rules for Global Companies
AI Search experts Shamus and Gerard walk through how to configure AI Search for the best experience for users across multiple geographies and languages.
2023-03-24 by ServiceNow Community
What's new in Utah for AI Search
Join our experts Gerard Dwan and Shamus Mulhall for a walkthrough of the new features of AI Search in Utah.
2023-07-13 by ServiceNow Community
AI Search in the Virtual Agent Chatbot for Knowledge 23
Did you know the Virtual Agent Chatbot for Knowledge 23 was built using AI Search? Join us to explore the inner workings of the Knowledge 23 Chatbot!
2023-07-20 by ServiceNow Community
2023-08-03 by ServiceNow Community
How to use NLU Workbench to create an NLU model for AI Search.
2023-09-28 by ServiceNow Community
Let's Get Started with AI Search!
Are you searching for a way to improve your user experience with AI Search? Join this session to learn tips and tricks from a ServiceNow expert and ask questions during our Q&A.
Troubleshooting
Known Error Portal
Pre-configured filter for the respective topic. Remove the query string or modify the filters on the left side if you want to narrow down the search results in a different way.
Selected Articles
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Now Assist
Now Assist
Now Assist in AI Search combines the power of ServiceNow's AI Search with a generative AI Retrieval Augmented Generation (RAG) architecture to transform the knowledge retrieval experience across a variety of enterprise use cases.
Entry point to the official product documentation
Trainings & Courses
Now Assist for Search Implementation
Combine the power of search with the Now LLM generative AI model to answer questions in user searches with actionable AI-generated summaries of relevant knowledge articles. Discover the required plug-ins and how to configure Now Assist for Search in different user experiences.
Articles & Blog Posts
2023-08-14 by @Sean Hughes
Under the hood: Now Assist in AI Search
2023-10-24 by @Sean Hughes
Videos
2023-10-19 by ServiceNow Community
Get Started with Now Assist in AI Search
Now Assist in AI Search is the next evolution of enterprise search from ServiceNow. The Vancouver release of Now Assist in AI Search supports generating actionable answers and resolutions from knowledge articles via Global Search (in Next Experience), Service Portal, Employee Center, or Virtual Agent.
2024-03-08 by ServiceNow Community
AI Search with Now Assist in AI Search: Ask the experts
Join our Ask the Experts event on Now Assist in AI Search! Learn how Generative AI enhances search relevance, streamlines content discovery, and personalizes user experiences. Get practical tips and insights from industry leaders to boost your search strategies and drive better business outcomes.
2024-10-04 by ServiceNow Community
Now Assist in AI Search Xanadu Enhancements and Guidance
In this session, we cover the AI Search Xanadu enhancements as part of Now Assist. Use generative AI and search to find relevant answers quickly. We also cover guidance on how to optimize your knowledge articles and content for AI Search.
