AI Search

[b__HanumeshM]

Can anyone please explain all these modules with examples:
AI search Index

-indexed source
Search Experience
-Search Sources
-Search profiles
- Search Applications
-Global Search custom matchers
Thanks;)

[Community Alums · Accepted solution]

Hi @b__HanumeshM ,

Please go through the high-level overview of the modules mentioned.

AI Search Index: The AI Search Index in ServiceNow helps enhance the search capabilities across the platform. It leverages machine learning to deliver better search results based on relevancy and user behavior.
Example: Suppose a user is searching for a specific knowledge article. The AI Search Index will analyze the keywords and present the most relevant articles first, based on the user's role, history, and preferences, instead of just showing results based on keywords alone.

Indexed Source: An Indexed Source refers to the data that is being indexed to make it searchable. This could be records from various tables, knowledge base articles, or external sources.
Example: In a healthcare organization using ServiceNow, patient records stored in a custom table are indexed. When a doctor searches for a patient's name, the system quickly retrieves the patient's profile and related information because it's indexed.

Search Experience: Search Experience refers to the user interface and the overall experience users have when performing searches within ServiceNow. It controls how search results are displayed, how filters can be applied, and what elements users interact with.
Example: A user is searching for a policy document. The search experience allows them to refine their search using filters like date, category, or document type. It also ensures that the most relevant documents are highlighted or ranked higher.

Search Sources: Search Sources define the specific locations or tables from which the search pulls data. These sources can be internal (like incident records, problem records) or external (like third-party systems).
Example: If an organization has integrated ServiceNow with SharePoint, the search source could include both ServiceNow records (like incidents or requests) and documents stored in SharePoint. When a user performs a search, results will come from both these sources.

Search Profiles: Search Profiles allow administrators to configure search settings for different user roles or groups. These profiles define which search sources, filters, and configurations are applied for specific users.
Example: An HR administrator may have a search profile that prioritizes HR-related documents, tasks, and knowledge base articles, while an IT service desk agent’s profile prioritizes incident and request-related search results.

Search Applications: Search Applications in ServiceNow refers to the specific modules or applications where searches are configured and performed. This could include Global Search, Knowledge Search, Service Portal Search, etc.
Example: A company uses the Service Portal, and they have configured a specific Search Application for users to find help desk tickets, catalog items, or knowledge base articles within the portal.

Also, for more detailed information. Please go through the below link:

https://docs.servicenow.com/bundle/xanadu-conversational-interfaces/page/administer/virtual-agent/co...

Please mark it as "Accept as Solution" and "Helpful" if this solution helped you.

Thanks & Regards,
Madhan Somesh.

[b__HanumeshM]

Thank you @Community Alums 😊

[b__HanumeshM]

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