Service Portal AI Search and Synonyms

[Steven Parker]

So I have enabled AI Search for our Service Portal.  I selected the "Service Portal Default Search Applicaiton" as the Search Application as shown below:

That OOB Search Application has the Search Profile "Service Portal Default Search Profile" which has Synonyms in the related list - Default Synonym Dictionary.  

All of the applications and search profiles I am using are OOB

Well one of the OOB synonyms is "scam" and with the payload "phishing".  So anytime you search for either word catalog items or knowledge articles should be returned with those words.

Well we have a "Phishing Test" catalog item with meta of "phishing" as well and it is not returned when I search using our "Homepage Search" widget.  It doesn't appear the synonyms are working as I expect them to or at all.

Our homepage search widget is OOB with just the Title and Short Description updated and I added the Search Application under the AI Section:

Am I missing something about this setup process?  It seems pretty straight forward, but I am not seeing search results return as expected.

[Sid_Takali]

Hi @Steven Parker This might help you https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0715700#:~:text=Go%20to%20the...

Regards,

Siddha

[Steven Parker]

Searching the portal is working fine for Meta tags...these items have always been searchable.

I am trying to get the synonyms to work.  If I search for "Phishing", we get "Phishing Test" returned which is accurate as we have "Phishing" as a meta tag on the item.  But "scam" is a synonym for "phishing" OOB, but the search results return nothing if I search for "scam".  I would expect to see the "Phishing Test" when I search for "scam" since it's a synonym.

[Sid_Takali]

Hi @Steven Parker https://www.servicenow.com/community/ai-intelligence-articles/ai-search-faq/ta-p/2307953 

Regards,

Siddharam

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[nataliya_b]

1. When you open Synonym tab ->Default Synonym Dictionary in your search profile, do you have flag "case sensitive" checked?

2. when you did set up, have you run initial indexing for your tables?