ServiceNow Nuggets #1 : AI Search Assist for Record Producers

[SumanthDosapati]

AI Search Assist for Record Producers

Ever thought of how can we reduce number of incidents/requests created by end users??

With AI Search Assist, we can setup AI Search based suggestions for record producers in ServiceNow.

For example: When a user enters some text in a variable in a record producer, then automatically AI search based suggestions like knowledge articles and catalog items will be shown to user based on text entered by them.

This can help in reducing number of requests/incidents created.

How to Setup:

1. Navigate to AI Search > AI Search Assist > Record Producer Configuration.
   
   
   
2. Create New record and give Title 
   
   
3. In 'Search application information' tab, give the name of your 'Search Application' available in your instance.
   [If you do not have a search application configured already or if you want to modify one then navigate to AI Search > Search Experience > Search Applications. You can use AI search or Zing search]
   
   
   
4. In 'Record producer information' tab:
   a) Enter name of record producer in which you want this feature to be enabled.
   b) Give the name of variable (single line text) in which user enters the text/input. The text entered by user in this variable will be used to get AI Search results.
   
   
   
5. Save it and Done. You are all set now!!!

A new custom variable will be automatically added to your record producer with name 'AI Search Assist'. Change the order of this variable to show it just below the single line text in which user enters the text.

and DONE!

Now you can open the record producer in portal and see the results. [Results will be based on the configuration of your search application and knowledge articles available in your instance]

Sample screenshot of RP in portal which shows the functionality :

This helps end user go through some suggestions/recommendations before submitting request which in turn reduces number of requests created.

Feel free to add comments or reach out if any queries.

Mark as helpful if it is 🙂

~ Sumanth Dosapati

[Community Alums]

we have enabled AI Search we getting results but the results getting displayed at the bottom of the form not under Search Variable.

"A new custom variable will be automatically added to your record producer with name 'AI Search Assist'. Change the order of this variable to show it just below the single line text in which user enters the text."

This line from your article helped me to clear that problem.

Thanks @SumanthDosapati  for this article

[rcard11]

Hi Sumanth!  Great article.  We are using this now, but ran into an issue.  When you view an article and then click on "Solves my Issue" there is a popup to confirm.  If you click yes, the box goes away but it doesn't appear anything else happens.  

Are you seeing the same thing?  Are these "Solves" stored on a table somewhere?  it seems like they should be doing something.  

[SumanthDosapati]

@rcard11 Can you add a screenshot where you saw the "Solves my issue" button. After reading the KB article suggestion, I could see "This helped" button only.

[naufal mohamed]

Great article! 

We have configured it for the Global application and it works great, however for a scoped application it doesn't work, we have checked everything including the widget and the script includes and we can't find the reason, any idea why we can't make it work in a custom application?

[wysenk]

I can't locate any official documentation. However, does anyone know whether the "Helpful icon" drives improvement in AI Search performance?

[tahnalos]

I am having trouble having this show up on a Portal Application.  Can you confirm that these steps were done on a portal?

[TobyDaley]

Is the 'Solves My Issue' reportable and if so can someone direct me as to where i can find this

[Ramachandran]

@SumanthDosapati  - Thanks for sharing AI search configuration in Record producers, 
I would like to display the both the knowledge Articles and Catalog items. Now only Knowledge articles displaying. Can you suggest / share where we can include the catalog item search results as well.

[SumanthDosapati]

@Ramachandran 

Both catalog items and knowledge article will be visible in that widget. It depends on your Search sources.

Go to the 'Search Application' record which is mapped in your configuration. From that, open the record mapped in 'Search Profile' field. Here in the related lists you need to configure search sources for both knowledge articles and catalog items.