AI Search in ITSM Mobile Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Intelligent query features enable agents to quickly find the required answers in ITSM Mobile Agent.

    Using AI search, agents can easily search find the following records:
    • Incidents (MIM, Breached Incidents, At Risk)
    • Change tasks
    • Catalog tasks
    • Changes
    • System users
    • Knowledge base articles

    You can also toggle between Zing search and AI search if needed.

    AI Search in ITSM Mobile Agent offers the following features:
    • Navigation tab filters: Filters help users narrow down results on a site.
    • Auto-complete: As the user enters text, AI Search predicts the query and helps formulate the user's question.
    • Auto-correct typos: Typos are auto-corrected based on indexed content. 
    • Synonym handling: The search engine also looks for words similar to the search term.
    • Genius cards: Genius result cards display the most relevant answers.
    Figure 1. ITSM Mobile Agent
    Screenshot for ITSM Mobile Agent

    For information about AI search, see AI Search.

    For information about AI search in mobile, see AI Search in mobile.

    The following configurations are added for AI search experience in ITSM Mobile Agent:
    • A search application configuration, [AIS] ITSM Mobile Agent Search Configuration. For information about search application configurations, see Search application configurations.
    • A search profile, ITSM Mobile Agent Search Profile. For information about search profiles, see Search profiles.