--- 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 --- # Configuring AI search # Configuring AI search in Recommended Actions {#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 Configuring AI search in Recommended Actions As a ServiceNow admin, you can configure AI search within the Recommended Actions feature to empower agents to quickly find relevant resources using AI-driven search capabilities. This configuration enhances the agent workspace by integrating AI search results alongside actionable recommendations, improving efficiency in resolving cases and other record types. Show full answer Show less ## Steps to Configure AI Search * **Enable AI Search Tab:** In UI Builder, deselect the Hide Search button to display the AI search tab in the contextual side panel of the agent workspace. * **Create a Context and Select Search Application Configuration:** Define a context that targets a specific table (e.g., Case) and configure the AI search as the search engine, including its search sources and genius result settings. * **Map AI Search Results with Guidance Inputs:** Link AI search outputs to corresponding guidance inputs in Recommended Actions to display relevant actions alongside search results. * **Automatically Map AI Search Results:** Enable automatic creation and mapping of AI search results for the configured search application within Recommended Actions. * **Configure Dynamic Filters:** Set up AI Search to preprocess contextual inputs, allowing dynamic filtering of results based on the current record's context. ## Configuring Genius Results Within the search profile of your search application, link Genius Result configurations to present top actionable search results. Key Genius Result types include: * **Catalog Item:** Shows top results from the Catalog Item table, each as a single catalog item record. * **People:** Displays top user records from the User table. * **Q\&A:** Extracts top answers from knowledge articles (Knowledge table and extensions), showing topic and answer snippets. * **Now Assist Q\&A:** Offers top answers extracted by Now LLM from knowledge articles, including links to source articles. Note this feature is in maintenance mode and will not receive updates. * **Now Assist Multi-Content Response:** Provides a summarized top search result combining content from multiple sources with numbered citations and the option to copy and share the summary. **Important:** Now Assist in AI Search 11 release places the Now Assist Q\&A Genius Results feature in maintenance mode, encouraging use of the improved Now Assist Multi-Content Response feature instead. ## Customizing the Recommended Actions UIB Component You can tailor the Recommended Actions UI Builder component to fit your organization's needs by: * Modifying tab titles and main headings. * Changing the order or visibility of Recommended Actions and Search tabs. * Adjusting advanced settings such as the number of results per page, selecting genius results to include, and configuring search sources. This customization ensures the AI search experience is aligned with your agents' workflows and organizational requirements. 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.{#ra-configuring-ai-search__table_jm3_lm4_15b__entry__2} | Step | Action | |-|-| | [Enable the AI search tab in UI builder](https://developer.servicenow.com/dev.do#!/reference/next-experience/vancouver/now-components/sn-next-best-action-list-connected/uib-setup) | 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](https://www.servicenow.com/docs/iMp2ewSnirqoVTD~Kbr~7Q "Create a context for an individual table, such as the Case table. Contexts store information including the recommended actions that agents can use and the rules that determine when those actions are available.") | * 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. {#ra-configuring-ai-search__ul_i1g_zjt_zyb} | | [Map AI search results with guidance inputs in Recommended Actions](https://www.servicenow.com/docs/6dYPFXO5UWDMl8g1N8hVfA "Create mappings between AI search results and guidance inputs to recommend relevant actions to agents using AI search or enable agents to use AI search to search for the relevant resources.") | 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](https://www.servicenow.com/docs/qftLbO9R_GnkYNay_OJGBA "Automatically create AI search results for a search configuration application in Recommended Actions.") | Automatically create AI search results for a search configuration application in Recommended Actions. | | [Configure dynamic filters in AI Search for Recommended Actions](https://www.servicenow.com/docs/DiGfCvhhCKyMVbQO19b0Jg "Configure AI Search to preprocess contextual inputs from Recommended Actions so that search results are dynamically filtered based on the current record context.") | Configure AI Search to preprocess contextual inputs from Recommended Actions so that search results are dynamically filtered based on the current record context. | [Table 1. Steps to configure AI search] {#ra-configuring-ai-search__table_jm3_lm4_15b} ## Configuring genius results {#ra-configuring-ai-search__section_rjw_hcb_1zb} 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](https://www.servicenow.com/docs/access?context=link-gr-search-profile-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US). {#ra-configuring-ai-search__table_jry_4cb_1zb__entry__2} | 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 [ServiceNow Otto for AI Search](https://www.servicenow.com/docs/access?context=now-assist-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US). Important: Starting with the Now Assist in AI Search 11 release, the Now Assist Q\&A Genius Results feature is in maintenance mode. This feature will remain available but will not be updated or supported. Similar and improved functionality is available in the newer Now Assist Multi-Content Response Genius Results feature. For more details on this feature, see [Summary Genius Results](https://www.servicenow.com/docs/access?context=now-assist-multi-content-qna-genius-results&version=australia&pubname=australia-platform-administration&ft:locale=en-US). | | Now Assist Multi-Content Response | Displays a single top search result that summarizes content from multiple sources. The answer card shows one grouped summary with numbered citations that link to the source records, such as knowledge articles, and Service catalog items. You can select the Copy summary button to copy the summary and share it with customers. For more information on theNow Assist Multi-Content Response, see [Summary Genius Results](https://www.servicenow.com/docs/access?context=now-assist-multi-content-qna-genius-results&version=australia&pubname=australia-platform-administration&ft:locale=en-US). | [ ] {#ra-configuring-ai-search__table_jry_4cb_1zb} ## Customizing Recommended Actions UIB component for AI search {#ra-configuring-ai-search__section_jd5_vll_zyb} 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. {#ra-configuring-ai-search__ul_plw_hnl_zyb}For more information, see [Recommended Actions UIB setup](https://developer.servicenow.com/dev.do#!/reference/next-experience/vancouver/now-components/sn-next-best-action-list-connected/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](https://www.servicenow.com/docs/access?context=configuring-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US).