Fuzzy Search in Zurich: Helpful or Chaotic?

[Kristen Dettman]

Did you know the ServiceNow Zurich release introduced something called “fuzzy search”? If your users are suddenly asking why typing “user” brings back “clusters,” you’re not imagining things.

I put together a 5-minute video breaking down what fuzzy search is, how to configure it, and when you might want to dial down the fuzz:

System Property: glide.ui.polaris.nav_filter_accuracy_score

Adjust this value (0–100) to make search fuzzier or more precise.

Here are the references used in this video:

• System Property Documentation:
  https://www.servicenow.com/docs/bundle/yokohama-platform-user-interface/page/administer/navigation-a...

• Community Post – “How to fix Zurich’s aggressive navigation filter returning too many results”
  https://www.servicenow.com/community/product-launch-forum/how-to-fix-zurich-s-aggressive-navigation-...

• Blog – “Fine-Tune Your ServiceNow Navigator: Say Goodbye to Irrelevant Search Results”
  https://www.servicenow.com/community/itsm-blog/fine-tune-your-servicenow-navigator-say-goodbye-to-ir...

• Zurich Release Notes – Next Experience
  https://www.servicenow.com/docs/bundle/zurich-washingtondc-df3/page/release-notes/rn-combined/zurich...

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