question How to configure the AI Search Result list in a record producer (incident) ? in Community Central forum

How to configure the AI Search Result list in a record producer (incident) ?

PascalG — Tue, 01 Apr 2025 13:36:00 GMT

Hello,

I'm testing AI Search inside a record producer in order to improve our deflection rate.

The search results displays the article short description, the name of the KB, kb_category, an extract of the article and then the author, number of views & marks.

i'd like to simplify the display, just to get the article title.

I tried to tie an Evam to my search appliication using the OOB Service Portal Search to see if it makes any difference but the result list did not change even though the result list shape is different on the Service portal.

I feel there should be a way but I'm lost.

Any idea ?

Thanks for your assistance, Pascal

Re: How to configure the AI Search Result list in a record producer (incident) ?

Ankur Bawiskar — Tue, 01 Apr 2025 13:36:07 GMT

@PascalG

check these links

Configure AI Search Assist for a record producer

ServiceNow Nuggets #1 : AI Search Assist for Record Producers

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: How to configure the AI Search Result list in a record producer (incident) ?

PascalG — Tue, 01 Apr 2025 13:40:22 GMT

Hello Ankur, AI Search works fine an I did use the articles you mention to build my test record producer.
Now i'd like to be able to select which fields appear in the search result list.

Re: How to configure the AI Search Result list in a record producer (incident) ?

Prathamesh26 — Tue, 01 Apr 2025 13:50:12 GMT

@PascalG

Please go through below link

https://www.servicenow.com/docs/csh?topicname=configure-ai-search-assist.html&version=latest

Please mark it correct if my response helped.

Regards,

Prathamesh

Re: How to configure the AI Search Result list in a record producer (incident) ?

Shivalika — Tue, 01 Apr 2025 14:08:47 GMT

Hello @PascalG

You need to configure "Search sources" on your table.

https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/administer/search-administration/task/configure-single-table-for-indexing.html

And all the search related configuration on your table.

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket.

Regards,

Shivalika

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

Re: How to configure the AI Search Result list in a record producer (incident) ?

Ankur Bawiskar — Tue, 01 Apr 2025 14:39:28 GMT

@PascalG

Please share some screenshots what are you referring here

Now i'd like to be able to select which fields appear in the search result list.

Re: How to configure the AI Search Result list in a record producer (incident) ?

PascalG — Tue, 01 Apr 2025 14:52:07 GMT

Hello all and thanks for your proposal. Sorry if my question is unclear.

AI Search is working fine on the record producer.
This is what I want to change :

Sure this is related to Evam
List of Search Result EVAM card options
But I dont succeed in making it work (or even change anything in my current display)

Re: How to configure the AI Search Result list in a record producer (incident) ?

Ankur Bawiskar — Tue, 01 Apr 2025 15:12:42 GMT

@PascalG

check these links

Creating Custom EVAM configurations for AI Search source [How To]

AI Search - Configure Result Layout

Customize AI Search Result Layout

Modifying Content Displayed in AI Search for Knowledge

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: How to configure the AI Search Result list in a record producer (incident) ?

PascalG — Tue, 08 Apr 2025 12:32:05 GMT

Sorry was on a long WE abroad. Thanks for your suggestions. Still does not work.
I took the OOB AI ServicePortal Search and personalized the display. Works fine
So i connected this personalised EVAM configuration to the AI Search application that I use in my record producer but there it seems the displayed results are not EVAM dependant (it's displaying KB Name when no EVAM config contains this field). Any idea 😉