--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Using AI Search with CSM Configurable Workspace # Using AI Search with CSM Configurable Workspace {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Using AI Search with CSM Configurable Workspace The ServiceNow AI Search application has replaced the Zing search application for the Customer Service Management (CSM) Configurable Workspace starting with the Utah release. This enhancement improves the search experience by migrating existing Zing configurations and enabling more intelligent search capabilities within the workspace. Users can utilize the Unified Navigation search field to access global or workspace-specific search results, improving efficiency in locating relevant customer service information. Show full answer Show less ## Search Application Configurations AI Search configurations define the search engine and settings used within ServiceNow AI Platform applications. The CSM Configurable Workspace includes the **\[CSM AIS\] Configurable Workspace Search Config** application configuration, accessible via AI Search \> Search Experience \> Search Applications. This configuration controls how searches function specifically for CSM data. ## Indexed Sources and Navigation Tabs Indexed sources determine the tables available for search within the workspace. The app indexes key CSM tables such as Account, Case, Consumer, Contact, Order, and Catalog Item. Navigation tabs at the top of search results allow users to filter results by these indexed sources, including tabs like All, Cases, Accounts, Contacts, Consumers, Orders, Order Line Items, and Locations. ## Facets Facets provide dynamic filters to refine search results based on field values such as State, Priority, Assignment Group, Product, Account, Contact, Consumer, Needs Attention, Action Status, Channel, Active status, and Escalation. These enable agents to quickly narrow down search results relevant to their needs. ## Guided Setup and Migration from Zing A guided setup tool assists administrators in migrating from Zing to AI Search for the Next Experience applications. Depending on the release version, some or all tasks in this setup may be required. For Utah zBoot instances, AI Search is the default for both global and workspace searches. Existing Zing search configurations, including added or modified search sources, should be migrated to AI Search configurations to ensure continuity. Deleted sources must be manually removed from the migrated configuration list. ## Enabling Fuzzy Matching in AI Search Fuzzy matching allows agents to search with partial or approximate record details, improving search flexibility and results relevance. This feature is enabled automatically when the Customer Service plugin is activated. It supports approximate matches, prioritizes exact matches, and requires re-indexing of AI Search tables to function correctly. * Verify fuzzy matching is enabled using a background script. * Re-index the necessary tables via AI Search \> AI Search Index \> Indexed Sources. * Use the global search field to test fuzzy matching results post re-indexing. If required tables are missing from indexed sources, administrators can add them manually. ## What This Enables for ServiceNow Customers By leveraging AI Search in the CSM Configurable Workspace, ServiceNow customers gain a more powerful and intuitive search experience that enhances agent productivity and customer service effectiveness. The migration from Zing to AI Search ensures a modernized platform with advanced filtering, dynamic facets, and intelligent fuzzy matching, enabling faster resolution and improved data discovery across customer service records. Use the ServiceNow® AI Search application with CSM Configurable Workspace. Starting with the Utah release, the [AI Search](https://www.servicenow.com/docs/access?context=overview-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US) application replaces the Zing search application for CSM Configurable Workspace. To support this feature, the Zing search configurations have been migrated to AI Search. Use the Unified Navigation search field in CSM Configurable Workspace to search for information. You can switch between global search results and results from the CSM/FSM Configurable Workspace workspace application. The different search configurations are based on different tables. For more information about using AI Search with CSM Configurable Workspace, see [AI Search for Next Experience](https://www.servicenow.com/docs/access?context=ais-next-experience-app&version=australia&pubname=australia-platform-administration&ft:locale=en-US). ## Search application configurations {#csm-config-workspace-ai-search__section_yss_ygy_tvb} A search application configuration specifies the search engine and the settings to use for search in a ServiceNow AI Platform application. The \[CSM AIS\] Configurable Workspace Search Config search application configuration is provided with the CSM Configurable Workspace store app. To access this configuration, navigate to AI SearchSearch ExperienceSearch Applications. ## AI Search indexed sources {#csm-config-workspace-ai-search__section_cqw_1vw_vvb} Indexed sources reflect what content users are able to search on. The CSM Configurable Workspace store app adds AI Search indexed sources for the following tables: * Account \[customer_account\] * Case \[sn_customerservice_case\] * Consumer \[csm_consumer\] * Contact \[customer_contact\] * Order Line Item \[csm_order_line_item\] * Order \[csm_order\] * Catalog item \[sc_cat_item\] {#csm-config-workspace-ai-search__ul_nqm_4ww_vvb} ## Navigation tabs {#csm-config-workspace-ai-search__section_xkt_wgy_tvb} Navigation tabs appear at the top of the search results page and are static filter options that you can use to filter the results by indexed source. The \[CSM AIS\] Configurable Workspace Search Config search application configuration includes the following navigation tabs: * All * Cases * Accounts * Contacts * Consumers * Orders * Order Line Items * Locations {#csm-config-workspace-ai-search__ul_qkb_jhy_tvb} For information about creating navigation tabs, see [Configure navigation tabs in an AI Search application configuration](https://www.servicenow.com/docs/access?context=config-nav-tabs-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US). ## Facets {#csm-config-workspace-ai-search__section_t2s_khy_tvb} Facets are dynamic filter options that you can use to refine the search results by field value. The \[CSM AIS\] Configurable Workspace Search Config search application configuration includes the following facets: * State * Priority * Assignment Group * Product * Account * Contact * Consumer * Needs Attention * Action Status * Channel * Active Escalation {#csm-config-workspace-ai-search__ul_p2f_rhy_tvb} For information about creating facets, see [Create a facet in an AI Search application configuration](https://www.servicenow.com/docs/access?context=create-facet-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US). ## Guided setup {#csm-config-workspace-ai-search__section_al1_55w_vvb} Guided setup provides a sequence of tasks that helps you configure search application settings. To access guided setup, navigate to AllAI SearchAI Search for Next ExperienceGuided Setup for Zing to AI Search Migration. This guided setup tool assists with the migration of Next Experience applications from Zing to AI Search. For more information about using guided setup, see [Configuring AI Search for Next Experience](https://www.servicenow.com/docs/access?context=configuring-ais-next-experience&version=australia&pubname=australia-platform-administration&ft:locale=en-US). Depending on your release, you may need to perform only some of the tasks within the guided setup to use AI Search with CSM Configurable Workspace. For Utah zBoot instances, AI Search is the default search application for global search and the CSM Configurable Workspace application. ## Migrating Zing search configurations {#csm-config-workspace-ai-search__section_pzw_yly_tvb} If you have added, modified, or deleted any search configurations provided out of box, you may need to migrate existing Zing search configurations to AI Search configurations. * If you have added or modified any search sources in Agent Workspace Search Config, you need to migrate these sources to AI Search. * If you have deleted any search sources from Agent Workspace Search Config, you need to manually delete them from \[Migrated\] Agent Workspace Search Config {#csm-config-workspace-ai-search__ul_ix4_b5m_xvb} ## Enable fuzzy matching in AI search {#csm-config-workspace-ai-search__section_ehn_44d_rdc} Fuzzy matching enables agents to search for records using partial record IDs or incomplete record details and retrieve relevant results. Fuzzy matching identifies similar but not identical elements in data table sets. AI search in CSM Configurable Workspace supports fuzzy matching with a script. Activating the Customer Service plugin (com.sn_customerservice) automatically runs the script and enables fuzzy match search in both the CSM Configurable Workspace global search and the Recommended Actions AI search component. When fuzzy matching is enabled: * AI search returns results based on approximate matching, including partial text or slightly mistyped record IDs. * The system ranks the search results in order of relevance, prioritizing exact matches but including close matches. {#csm-config-workspace-ai-search__ul_zgj_dvc_12c} After fuzzy matching is enabled, the system adminisrator needs to re-index the tables used in AI search: 1. Make sure that fuzzy matching is enabled by running this command as a background script:gs.info(new sn_ais.AisUtil().isFuzzyNumberMatchEnabled()); The result should be 'true'. 2. Make sure that AI search is enabled. 3. Navigate to AllAI SearchAI Search IndexIndexed Sources. 4. Select the table to re-index. 5. Select Index All Tables. 6. Go to the homepage and enter a search query in the global search field.You should see fuzzy matching results for the tables that were re-indexed. {#csm-config-workspace-ai-search__ol_fys_3ng_b2c} Note: If a table is not present in the AI Search Index Sources list, you can add the table by selecting New on this list. **Related topics** * [Exploring AI Search](https://www.servicenow.com/docs/access?context=explore-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US) * [Configuring AI Search](https://www.servicenow.com/docs/access?context=configuring-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US) *[\>]: and then