What you can do with AI search

bonsai · 3 weeks ago

I was looking for a way to navigate to a platform record form using the employee portal's search bar.

Although I haven't been able to verify this in PDI yet, I enabled AI search in a test environment, and when I entered the value of the number field into the portal's search bar, it navigated to the expected screen.

However, when testing with multiple tables, some transitions fail based on the number field value.

This behavior seems to be unreliable, especially when using the number field in the source table.

I'm having trouble finding official documentation to confirm whether the AI search is behaving incorrectly.

Is it possible to perform the same search using field values other than the number field?

Currently, it's not possible, but if anyone knows how to configure it, please let me know.

＜Similar questions＞

https://www.servicenow.com/community/sysadmin-forum/i-m-looking-for-a-way-to-navigate-to-a-platform-...

Naveen20 · 3 weeks ago

The "Exact Match" feature (com.snc.agent_workspace.global_search.typeahead.exact_match_request_criterion_regex) is designed for Agent Workspace, not portals. Enabling it for a portal may cause navigation issues and is not supported.

The inconsistent behavior you're seeing is just AI Search's relevance engine coincidentally matching number values in the index — it's not a designed navigation feature. That's why it works for some tables and fails for others.

Can you search by fields other than number? Yes, in terms of surfacing results — configure Field Settings & Mapping on the AI Search Indexed Source and map your desired field to title or text, then re-index. But this only affects search relevance, not direct navigation.

For true "type a value → jump to the form" behavior on Employee Center, there's no OOB no-code option. You'd need a custom widget that intercepts the search query, runs a GlideRecord exact-match lookup, and redirects if found.