Now Assist – Email Recommendation knowledge search & prompt transparency

Kohei Tominaga1 — Thu, 26 Feb 2026 20:35:36 GMT

I have a question about Now Assist – Email Recommendation in ServiceNow.

Documentation indicates that it searches related knowledge to generate email drafts. However, in our instance, generated emails rarely reflect knowledge article content.

I would like to clarify:
Which knowledge bases are searched?
Which search engine is used (Zing, AI Search, etc.)?
How is the search query constructed?
Are there specific configuration prerequisites that affect knowledge grounding?
Is there any way to view or inspect the system prompt used for email generation (including how retrieved knowledge is injected into the prompt)?

Even when the case short description exactly matches a knowledge article title, the generated email does not appear to reference that article.

Is this expected behavior, or is there additional configuration or transparency tooling that we should be aware of?

Re: Now Assist – Email Recommendation knowledge search & prompt transparency

Max Dore — Mon, 09 Mar 2026 15:04:56 GMT

Hi @Kohei Tominaga1,

It uses existing Knowledge Base search source and uses RAG Retrieval.

Email response uses it from search_profile:

instance-name.service-now.com/ais_search_profile.do?sys_id=6699a4ff3b72021089392a60c5e45a0d

You can access OOB KB indexed source and search source in instance by:

instance-name.service-now.com/ais_datasource.do?sys_id=975c0985772300102d71af6168106191

instance-name.service-now.com/ais_search_source.do?sys_id=64ce118dc30101103f4fcd7b7940dd10

question Now Assist – Email Recommendation knowledge search & prompt transparency in HRSD forum

Now Assist – Email Recommendation knowledge search & prompt transparency

Re: Now Assist – Email Recommendation knowledge search & prompt transparency