Workshop Guide: Get Hybrid Search Ready (April 7th & 13th)

[Andre Ramsarran]

How to verify AI Search and Now Assist are properly configured in your ServiceNow Instance

A step-by-step guide for ServiceNow Administrators

Before your users can take advantage of AI-powered features like Now Assist, two foundational components must be active and correctly set up in your instance: AI Search and Now Assist. This guide walks you through how to verify both — and what to do if something isn't quite right.

Estimated time: 10–15 minutes

📝 Note: You will need the admin role (sn_aia.admin) to access the configuration areas described in this guide.  

Part 1: Verify your ServiceNow family release

1. Log in to your ServiceNow instance as an administrator.
2. Check that you are running Family Release Yokohama Patch 11 or Zurich Patch 5.
3. You can confirm this by navigating to https://INSTANCENAME .service-now.com/stats.do.

Part 2: Enable AI Search

1. Using the Filter Navigator on the top left, Search "AI Search Status".

2. Confirm whether AI Search is ready. If it is not ready, click the "Request AI Search" button at the bottom. 

Part 3: Install and Update Now Assist Store Applications

1. Navigate to the Application Manager by typing "plugins" in to the Filter Navigator on the top left.

2. Click Sync Now. We suggest you do this regardless of the "Last Sync with store" date displayed, as sometimes it may be inaccurate.

3. Install or Update the plugins listed below. Ensure you are on the latest available version and that your store app status says "Up to date" by following the instructions below.

📌 Quick Tip

Note: If this is the first time you are installing these applications, make sure to check under both "Available for you" and "Updates" to find the application. If they are not in either tab, please try to resync to the store. Also, installing these plugins will automatically turn on some Now Assist skills. You can find more information here: Now Assist Skills on by Default

Part 4: Verify AI Search configurations

1. Navigate to All > sys_properties.list
2. Verify the property glide.ais.enabled is set to true. 

We'll cover these remaining steps in the workshop

1. Once the plugin is active, verify the configuration is complete:
2. Navigate to AI Search > Administration > AI Search Configuration.
3. Check that at least one Search Profile is configured and set to Active.
4. Confirm the Indexed Content Sources show a status of Indexed (not Pending or Error).
5. Optionally, run a test query using the Search Preview panel to confirm results are returned.