Can/does AI Search look in all fields? (sc_cat_item, kb_knowledge)

[Kristin J]

Hello! We are in the middle of implementing AI Search for our service portal (no Virtual Agent yet). We have some catalog items that are pretty general services, and I was hoping to use meta to flag some of the items that would apply. I don't want the meta field mapped to display in results, but I do want it to be used to predict a catalog item for certain search terms.

Is AI Search still looking through sc_cat_item.meta? Or do I need to configure this somehow to help improve results when people search for certain things using "company lingo" that isn't reflected on the catalogue item itself? I didn't think "result improvement rule" was the way to go since this is kind of a permanent thing. (?!)

Thanks for any insight. 

Cheers,

Kristin

[Kristin J · Accepted solution]

I got this figured out...I had to go to the Indexed Source, add the meta field to the sc_cat_item source under the Field Settings and Mappings tab. The attributed needs to be not_searchable = false.  

Works like a charm now!

[Community Alums]

Awesome, thank you for this, I've been researching this for a while.  The fact that SN advise that he Meta field is not applicable if AI Search is configured needs to be removed and guidance replaced with this fix!

[Kristin J]

I'm very glad it helped you. It took quite a bit of digging to figure it out and I wouldn't remember how to do it now if I hadn't documented it here for people haha!

[BorisR112699856]

Thank you for this Kristin. It was helpful indeed.
On a side note: I got confirmation from ServiceNow Support that META tags are not processed by the typeahead search widget which is a bit unfortunate.
 A related problem record can get found here: TypeAhead search in the ESC portal does not search on the "Meta" field of the Catalog item

ServiceNow support is reaching out to the product team to get an update on this. Considering that it is working via the ZING search engine, i think it should also work for the AI Search. 
I will update here once i hear back.