Configuring AI search in Recommended Actions

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Configuring AI search in Recommended Actions

    This guide helps ServiceNow administrators configure AI search within Recommended Actions to empower agents to quickly find relevant resources using AI-powered searches. By enabling and customizing AI search, agents can receive targeted recommendations and actionable results directly in their workspace.

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    Key Features

    • Enable AI Search Tab: Administrators must deselect the "Hide Search" button in UI Builder to display the AI search tab in the contextual side panel of the agent workspace.
    • Create Context and Search Application Configuration: Define a context for agents to see recommendations from specific tables (e.g., Case table) and configure AI search as the search engine, including search sources and genius result configurations.
    • Map AI Search Results with Guidance Inputs: Link AI search outcomes with guidance inputs in Recommended Actions, ensuring that results are displayed alongside appropriate suggested actions.
    • Automatic Mapping: Automatically create AI search results for the search configuration application within Recommended Actions to streamline setup.
    • Dynamic Filters: Configure AI Search to preprocess contextual inputs and dynamically filter results based on the current record context, enhancing relevancy.
    • Genius Results Configuration: Link specific genius result types to the search profile to display top actionable results from tables like Catalog Items, Users, Knowledge articles, and Now Assist Q&A powered by Now LLM.
    • Customization of Recommended Actions UI Builder Component: Modify tab titles, reorder or hide tabs, and adjust advanced options such as results per page and search sources to fit organizational needs.

    Key Outcomes

    • Agents gain access to AI-enhanced search capabilities within Recommended Actions, improving efficiency in finding relevant records and knowledge.
    • Search results are contextually filtered and mapped to actionable guidance, making it easier for agents to take appropriate next steps.
    • Administrators can tailor the AI search experience to align with specific business processes and workspace preferences.
    • Integration with Now Assist enhances knowledge search with AI-generated answer snippets, providing richer, faster insights.

    As an admin, configure AI search in Recommended Actions to enable agents to perform an AI search to find relevant resources.

    You can configure AI search in Recommended Actions by performing these procedures.
    Table 1. Steps to configure AI search
    Step Action
    Enable the AI search tab in UI builder Deselect the Hide Search button in UI Builder to display the AI search tab in the contextual side panel of your workspace.
    Create a context and select a search application configuration
    • Create a context so that agents can see recommendations for records from a specific table, such as the Case table.
    • Select a search application configuration to specify AI search as the search engine. This configuration includes search sources and genius result configurations.
    Map AI search results with guidance inputs in Recommended Actions

    Map AI search results with guidance inputs to enable the AI search results to be displayed with appropriate actions.

    Automatically map AI search results with guidance inputs

    Automatically create AI search results for a search configuration application in Recommended Actions.
    Configure dynamic filters in AI Search for Recommended Actions Configure AI Search to preprocess contextual inputs from Recommended Actions so that search results are dynamically filtered based on the current record context.

    Configuring genius results

    In the search profile of your selected search application configuration, link the following Genius Result configurations to display actionable top results. For more information, see Link a Genius Result configuration to a search profile.

    Genius Result configuration Description
    Catalog item Displays top search results from the Catalog Item [sc_cat_item] table. Each answer card shows a single CI record.
    People Displays top search results from the User [sys_user] table. Each answer card shows a single user record.
    Q&A Displays top search results extracted from HTML fields of records on the Knowledge [kb_knowledge] table and tables that extend it. Each answer card shows a topic snippet and an answer snippet extracted from a single knowledge article.
    Now Assist Q&A Displays the top search results extracted from the HTML fields of the records on the Knowledge [kb_knowledge] table and the tables that extend it. Each answer card shows an answer snippet extracted by Now LLM from a knowledge article. For reference, the answer card also includes a link the user can select to view the source knowledge article.
    Note:
    Now Assist in the AI Search application (com.ais_assist) is required to link the Now Assist Q&A Genius Result configuration to your search profile. For more information, see Now Assist in AI Search.

    Customizing Recommended Actions UIB component for AI search

    Customize the Recommended Actions UIB component to align with your organization's requirements:
    • Modify titles for the main heading, Recommended Actions tab, and Search tab.
    • Modify the order of the Recommended Actions and Search tabs.
    • Hide or show Recommended Actions and Search tabs.
    For more information, see Recommended Actions UIB setup.

    Explore advanced customization options, such as adjusting the number of results to view on a page, identifying genius results to add to the search profile, and configuring search sources. For more information, see Configuring AI Search.