Enable AI Search for a custom table in Virtual Agent along with Knowledge base

[Debolina]

Hi Team,

How to enable AI Search for a custom table in now assist VA along with KB? I have already tried configuring the search source,  indexed source but it does not work on VA. Let me know if there is a way to setup AI search on custom table.

[Hristo Ivanov]

Hey Debolina,

You can try the following

1. AI Search > Search Applications > open Virtual Agent

2. Open the Search profile
3. In Search Sources, click Add and pick your new source

Let me know if this helped

[Debolina]

Hi Hristo,

Thanks for your input, I have tried that but it does not work. It was only able to search the knowledge base which is the now assist q&a search sources. Even if i create other search sources it does not work.

[Roshnee Dash]

Hi @Debolina 

Step 1: Verify AI Search Plugin Installation

1. You need to check first either AI search is activated or not on your instance.
   For more details on the activation :https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867751

2. If not installed, request activation through the ServiceNow Store or your administrator.

Step 2: Check AI Search Status

1. Go to AI Search > AI Search Status.

2. Ensure that AI Search is provisioned and activated.

3. If it's inactive, follow the provisioning steps in ServiceNow Support.

Step 3: Assign Necessary Roles

Ensure you have the right roles for AI Search administration:

• ais_admin – Full access to AI Search configurations.

• search_application_admin – Manages search applications.

• admin – Can activate plugins and configure settings.

Step 4: Configure AI Search Settings

1. Go to AI Search > Search Application.

2. Create or modify search sources to include your custom table.

3. Configure Indexed Sources to ensure your data is searchable.

Step 5: Enable Search Sources

1. Navigate to AI Search > Search Sources.

2. Add your custom table as a search source.

3. Ensure search indexing is enabled.

Step 6: Validate Data Indexing

1. Check AI Search > Indexed Sources to confirm data indexing.

2. If missing, trigger a manual index for your table.

3. Monitor indexing progress in the AI Search Status page.

Step 7: Test AI Search in Virtual Agent

1. Open Virtual Agent Designer.

2. Integrate AI Search within your chatbot flows.

3. Test queries to confirm custom table data appears.

[Debolina]

@Roshnee Dash AI Search is already enabled and it is working fine for Knowledge Base. But when i am adding any other search source to the search profile it is not working.

I have added a oob search source for now for testing. Highlighted below.

Now when i am testing the VA with any questions related to user table, it is going to the Q&A  search source instead of the OOB user one which I added.

Am i doing anything wrong here?