Now Assist – Email Recommendation knowledge search & prompt transparency

[Kohei Tominaga1]

I have a question about Now Assist – Email Recommendation in ServiceNow.

Documentation indicates that it searches related knowledge to generate email drafts. However, in our instance, generated emails rarely reflect knowledge article content.

I would like to clarify:
Which knowledge bases are searched?
Which search engine is used (Zing, AI Search, etc.)?
How is the search query constructed?
Are there specific configuration prerequisites that affect knowledge grounding?
Is there any way to view or inspect the system prompt used for email generation (including how retrieved knowledge is injected into the prompt)?

Even when the case short description exactly matches a knowledge article title, the generated email does not appear to reference that article.

Is this expected behavior, or is there additional configuration or transparency tooling that we should be aware of?

[Max Dore]

Hi @Kohei Tominaga1,

It uses existing Knowledge Base search source and uses RAG Retrieval.

Email response uses it from search_profile:

instance-name.service-now.com/ais_search_profile.do?sys_id=6699a4ff3b72021089392a60c5e45a0d

You can access OOB KB indexed source and search source in instance by:

instance-name.service-now.com/ais_datasource.do?sys_id=975c0985772300102d71af6168106191

instance-name.service-now.com/ais_search_source.do?sys_id=64ce118dc30101103f4fcd7b7940dd10

[Max Dore]

It uses existing Knowledge Base search source and uses RAG Retrieval.

Email response uses it from search_profile:

instance-name.service-now.com/ais_search_profile.do?sys_id=6699a4ff3b72021089392a60c5e45a0d

You can access OOB KB indexed source and search source in instance by:

instance-name.service-now.com/ais_datasource.do?sys_id=975c0985772300102d71af6168106191

instance-name.service-now.com/ais_search_source.do?sys_id=64ce118dc30101103f4fcd7b7940dd10