A Question about Now Assist Multi-Content Q&A Genius Results

[BowenM]

I get one question from customer side, hope to confirm.
While using the Now Assist in AI search for generate Multi-Content Q&A answer, I noticed two different ways citations are displayed:

1.Blue citations – displayed directly in the body as clickable hyperlinks.
2.Gray citations – displayed as numbered superscripts, requiring users to click the corresponding item in the citation list at the bottom of the answer.

To ensure I understand correctly, I’d like to confirm the following:

1.the definition for blue citations and gray citations
Is it correct that blue citations means cite an Service Catalog items? and gray citations means cite an Knowledge articles? If not, what is the difference for blue citations and gray citations?

https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/ai-search/co...

2.Meaning of the gray citations numbering
How is the sequence of citation numbers (1, 2, 3, 4, etc.) determined?
Is the order based on their appearance in the answer body, on the relevance ranking from the search, or on some other rule?

Looking forward to hear from you!

thank you!

[Dr Atul G- LNG]

Hi @BowenM 

1.the definition for blue citations and gray citations
Is it correct that blue citations means cite an Service Catalog items? and gray citations means cite an Knowledge articles? If not, what is the difference for blue citations and gray citations?

Atul: Yes, your understanding is correct. I tested it in my client instance: a blue indicator shows the requested item, and a gray indicator shows the article

second question:

“Based on my understanding and experience, it works purely on relevancy — the same way it works on the portal, it also works in Now Assist.