Now Assist Multi-Content Response Genius Results

  • Release version: Zurich
  • Updated December 18, 2025
  • 6 minutes to read
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    Summary of Now Assist Multi-Content Response Genius Results

    Now Assist Multi-Content Response Genius Results is a Now Assist skill integrated into the ServiceNow Platform workflow, enhancing portal, global, and workspace search experiences. It replaces legacy Genius Result configurations by leveraging an advanced large language model (LLM) pipeline to synthesize answers from multiple content types, providing more comprehensive and authoritative responses. It is included in the Conversational experience skill group and offers improved capabilities such as broader information sources, multi-aspect answers, and support for follow-up questions within conversations.

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    Key Features

    • Broader Source Information: Synthesizes answers from knowledge articles, Service Catalog items, Knowledge Graph schema nodes, enhanced chat conversations, Virtual Agent topics, and indexed external content documents and attachments.
    • Comprehensive Answers: Combines multiple search results to address various facets of a user's query, surpassing the single-source limitation of legacy Genius Results.
    • Citations for Transparency: Each synthesized response includes citations linking to source content, enabling users to verify and explore the underlying information.
    • Follow-Up Questions: Users can ask follow-up questions directly from the answer cards in portal search, workspace search, and Virtual Agent enhanced chat, continuing the conversational context.
    • Integration with Now Assist Panel: Follow-up interactions open in the Now Assist panel, providing a seamless conversational interface.
    • Activation and Configuration: Activated automatically when enabling the Now Assist panel via Guided Setup for appropriate search profiles. Administrators with the aisadmin role can add and manage these results in search profiles and AI Search portals.
    • Overrides Legacy Results: When activated in global or workspace search, it supersedes all other Genius Results configurations, ensuring consistent use of the latest multi-content responses.
    • LLM Providers Supported: Supports multiple AI service providers including Azure OpenAI (default), AWS Anthropic, Google Gemini, and Now LLM Service as fallback. Admins can select the preferred model via Now Assist Admin.

    Content Types Included in Synthesized Responses

    • Knowledge Articles: Indexed records from the Knowledge [kbknowledge] table.
    • Service Catalog Items: Indexed records from the Catalog Item [sccatitem] table.
    • Knowledge Graph Schema Nodes: Content from configured tables within Knowledge Graph schemas (requires Knowledge Graph application installation).
    • Enhanced Chat Content: Virtual Agent topics and chat results available when using Now Assist in Virtual Agent (requires Virtual Agent integration).
    • External Content Documents and Attachments: Content indexed from external systems like Atlassian Confluence Cloud or Microsoft SharePoint Online (requires External Content Connectors application installation).

    Practical Benefits for ServiceNow Customers

    • Enables users to receive richer, multi-source answers quickly, improving self-service efficiency and reducing support workload.
    • Provides transparency through citations, building trust in AI-generated responses.
    • Facilitates ongoing conversational interactions with the ability to ask follow-up questions seamlessly.
    • Streamlines search configuration by consolidating Genius Results into a single, more powerful skill.
    • Flexible AI model selection allows tailoring responses based on organizational preferences and compliance requirements.

    Now Assist Multi-Content Response Genius Results use an LLM to generate search and chat responses that synthesize information from knowledge articles, Service Catalog items, and other available content types.

    Now Assist Multi-Content Response Genius Results overview

    Now Assist Multi-Content Response Genius Results is a Now Assist skill in the Platform workflow. It's included in the Conversational experience skill group.

    You can use this skill in portal search and in global/workspace search in place of the legacy Now Assist Q&A Genius Results and Now Assist Actions Genius Results configurations. It improves on those legacy Genius Result configurations in multiple ways:

    Broader source information
    Now Assist Multi-Content Response Genius Results use an improved LLM pipeline to display synthesized responses that can include information drawn from knowledge articles, Service Catalog items, Knowledge Graph schema node content, enhanced chat conversation and search results, and external content documents and attachments. Answers include citations to help users view the search results cited in the synthesized response.

    By comparison, Now Assist Q&A Genius Results only display answers generated from knowledge articles using a legacy LLM pipeline, while Now Assist Actions Genius Results only display Catalog Items and Virtual Agent topics as answers.

    More extensive and authoritative answers
    A Now Assist Multi-Content Response Genius Result synthesized response can combine information from different search results to answer multiple aspects of a user's question.

    By comparison, each Now Assist Q&A Genius Result answer only includes information generated from a single knowledge article, and each Now Assist Actions Genius Result only includes a single Catalog Item or Virtual Agent topic.

    Support for follow-up questions
    Users can ask follow-up questions directly from Now Assist Multi-Content Response Genius Result answers.
    Note:
    Recommended Actions do not support Now Assist Multi‑Content Genius Results.

    Content types included in synthesized responses

    When a Now Assist Multi-Content Response Genius Result answer card appears in your conversation or search results, it displays a sentence or paragraph generated by the LLM. As part of this sentence or paragraph, the card displays citations for the content elements that were used to synthesize the response. Selecting a citation displays a link to the source content so you can verify the synthesized response.

    Figure 1. Sample answer card for search query: "who is Abel Tuter and what are their assets"
    Now Assist Genius Result answer card showing synthesized response containing user and Service Catalog item details with source record citations.
    Figure 2. Sample answer card for search query: "order a new laptop"
    Now Assist Genius Result answer card showing synthesized response containing Service Catalog item offerings with source record citations.
    Figure 3. Sample answer card for search query: "what are phishing scams"
    Now Assist Genius Result answer card showing synthesized response containing knowledge article and Service Catalog content with source record citations.
    Citations for synthesized responses may include any or all of these content types:
    Content type Description
    Knowledge articles ServiceNow AI Platform® records indexed from the Knowledge [kb_knowledge] table.
    Service Catalog items ServiceNow AI Platform records indexed from the Catalog Item [sc_cat_item] table.
    Content types from Knowledge Graph
    Records from tables configured as Knowledge Graph schema nodes ServiceNow AI Platform records from tables configured as Knowledge Graph schema nodes.
    Note:
    Content from Knowledge Graph schema nodes is only available in synthesized responses if you've installed the Knowledge Graph ServiceNow® Store application. To learn about installing this application and configuring nodes in Knowledge Graph schemas, see Knowledge Graph.
    Content types from enhanced chat experiences in Now Assist in Virtual Agent
    Enhanced chat results Results from enhanced chat conversations and searches, such as Virtual Agent topics.
    Note:
    Enhanced chat results are only available in synthesized responses when Now Assist Multi-Content Response Genius Result answers are generated in a Now Assist in Virtual Agent experience. To learn more about how these results appear in enhanced chat conversations and searches, see Enhanced chat. For more details on Now Assist in Virtual Agent, see Now Assist in Virtual Agent.
    Content types from External Content Connectors
    External content documents and attachments Documents and attachments retrieved from external source systems such as Atlassian Confluence Cloud or Microsoft SharePoint Online.
    Note:
    Documents and attachments from external source systems are only available in synthesized responses if you've installed the External Content Connectors ServiceNow Store application and then indexed them from your source systems using the appropriate external content connectors. For more details on installing, configuring, and using this application, see External Content Connectors.

    Citations

    Selecting a citation from a Now Assist Multi-Content Response Genius Result answer typically displays a link to the source content so you can verify the synthesized response.

    In global and workspace search, when a Virtual Agent topic is cited as a source for a Now Assist Multi-Content Response Genius Result answer, its citation displays a chat icon followed by the topic name. Selecting this topic citation opens the selected topic in the Now Assist panel, allowing the user to continue their conversation on that topic.
    Note:
    To open topic citations in the Now Assist panel from global or workspace search, the following requirements must be met:
    • The Now Assist panel must be activated.
    • A search source derived from the Skill (topics) indexed source must be linked to the search profile used for global search or the workspace search.
    If these requirements are not met, topic citations from global or workspace search display a link to the source content, just as occurs for other citations.

    Asking follow-up questions

    In portal search, workspace search, and Now Assist in Virtual Agent enhanced chat, Now Assist Multi-Content Response Genius Result answer cards display an Ask a follow-up link after the synthesized response.

    Selecting this link opens the Now Assist panel so you can ask follow-up questions in the context of the Genius Result answer.

    To learn about using the Now Assist panel conversational interface, see Now Assist panel.

    Activating Now Assist Multi-Content Response Genius Results

    When you use Guided Setup to activate the Now Assist panel, Now Assist Multi-Content Response Genius Results are automatically activated for search profiles that satisfy these conditions:
    • The search profile is linked to a search application configuration record for global search or for a workspace that uses AI Search.
    • The search profile includes one or more search sources containing indexed records from the Catalog Item Table or Knowledge Table indexed sources.
    Users with the ais_admin role can add Now Assist Multi-Content Response Genius Results to search profiles and then link those search profiles to AI Search portals in the AI Search Admin console. For details on configuring search application settings in the AI Search Admin console, see Configure and manage AI Search in search applications.
    Note:
    When you activate Now Assist Multi-Content Response Genius Results in a search application, they're available to all users who search using that application.
    For details on activating Now Assist Multi-Content Response Genius Results in global and workspace search, see Configure and manage AI Search in search applications
    Note:
    When you activate Now Assist Multi-Content Response Genius Results in the search profiles for global or workspace search, they override all other Genius Result configurations activated for those search profiles. This means that global and workspace searches ignore other Genius Result answers and only display Now Assist Multi-Content Response Genius Result answers.
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    Large language model (LLM) providers

    By default, Now Assist Multi-Content Response Genius Results use the Azure OpenAI model as the AI service provider. The Now LLM Service is used as a fallback AI service provider.

    With the admin role, you can use Now Assist Admin to select a different LLM to use as the AI service provider for Now Assist Multi-Content Response Genius Results. For details on selecting the LLM for Platform workflow Now Assist skills, see Manage AI models.

    As a Now Assist skill, Now Assist Multi-Content Response Genius Results supports these LLMs:
    • AWS Anthropic
    • Azure OpenAI
    • Google Gemini
    • Now LLM Service