--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # AI Search readiness # AI Search readiness for AI on the ServiceNow AI Platform {#ariaid-title1} Release version: Australia Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 AI Search readiness for AI on the ServiceNow AI Platform ServiceNow Otto for AI Search is built on the ServiceNow AI Search infrastructure, which enables retrieval and ranking of enterprise content such as knowledge articles, records, and documentation based on relevance and user access permissions. AI Search respects ServiceNow security models to ensure users only receive authorized content. It also provides admin tools for relevancy tuning and verification of results. Every AI-generated answer includes citations and references to allow users to verify the source of information, grounding outputs in your organization's actual content. Show full answer Show less Activating AI Search is a prerequisite before broader AI implementation. Once active, it powers actionable Q\&A through Genius Results cards across global search, Service Portal, Employee Center, and Virtual Agent. ## Key Steps for Implementation * **Verify AI Search Status:** Check if AI Search is active via *All \> AI Search \> AI Search Status*. If inactive, use the Request AI Search button to initiate activation. * **Review and Configure Search Sources:** Determine and configure what data sources will be searched by user queries, including the ability to add external content sources for a broader Q\&A scope. * **Enable AI Search on Portals:** Configure AI Search to display results on your instance portals to provide integrated search experiences. * **Install ServiceNow Otto for AI Search:** Deploy the Otto product via the AI Admin Hub console to enable AI-powered search capabilities. * **Enable Q\&A Genius Results:** Configure Genius Result types in AI Search portals to deliver synthesized answers from multiple content types in a Q\&A format. * **Verify Widget Customizations:** Ensure any customized AI Search widgets are compatible, as customizations may skip Q\&A results after upgrades. ## Practical Considerations * AI Search admin tools allow you to tune relevancy and verify that search results meet your organizational needs. * Citations and references accompanying AI-generated answers enhance transparency and trust by linking back to original content. * Disparities between AI Search and other ServiceNow AI Platform search tools are expected due to different search mechanisms. * Comprehensive FAQs and community resources are available to assist with common questions and troubleshooting. ServiceNow Otto for AI Search is built directly on the foundation of ServiceNow® AI Search. AI Search provides the underlying infrastructure that enables ServiceNow Otto to retrieve and rank enterprise content---such as knowledge articles, records, and documentation---based on relevance and access permissions. Because AI Search adheres to ServiceNow security models, responses are grounded in content the user is authorized to access. Additionally, AI Search admin tools give you control over relevancy tuning, allowing you to refine how content is surfaced and verify that ServiceNow Otto delivers relevant results. Every AI-generated answer includes citations and references, allowing users to see exactly where the information came from. Citations and references let users verify the source of information, helping to ground outputs in your organization's actual content. Activate AI Search before implementing AI more broadly. After activation, it powers actionable Q\&A through Genius Results cards in global search, Service Portal, Employee Center, and Virtual Agent. ## High-level checklist {#sn-ai-impl-ai-search__section_ozy_nbc_zgc} 1. Verify AI Search status : Verify that AI Search is active on your instance. To check status, navigate to AllAI SearchAI Search Status. If AI Search is not active, select the Request AI Search button to initiate activation. : See: * [Configuring AI Search](https://www.servicenow.com/docs/access?context=configuring-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US) * [Enable AI Search in supported ServiceNow AI Platform® applications](https://www.servicenow.com/docs/access?context=explore-now-platform-apps-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US) {#sn-ai-impl-ai-search__ul_mjy_jmh_zgc} 2. Review search sources : Configure search sources to determine what data will be searched by user queries. : See: * [Control access to searchable content using search sources](https://www.servicenow.com/docs/access?context=explore-search-sources-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US) * [Create a search source for AI Search](https://www.servicenow.com/docs/access?context=create-search-source-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US) {#sn-ai-impl-ai-search__ul_icv_4nh_zgc} 3. Configure search sources for external content : Enables Q\&A search to include external content. : See: * [Indexing and searching external content in AI Search](https://www.servicenow.com/docs/access?context=external-content-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US) * [Create an indexed source](https://www.servicenow.com/docs/access?context=create-indexed-source-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US) * [Configuring External Content Connectors](https://www.servicenow.com/docs/access?context=configuring-ext-cont-connectors&version=australia&pubname=australia-platform-administration&ft:locale=en-US) {#sn-ai-impl-ai-search__ul_h4w_tth_zgc} 4. Enable AI Search on one or more portals : Display AI Search results in the portals on your instance. : See: * [Search application configurations](https://www.servicenow.com/docs/access?context=defining-search-app-cfgs-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US) * [Enabling and configuring AI Search in ServiceNow AI Platform® applications](https://www.servicenow.com/docs/access?context=enable-configure-apps-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US) {#sn-ai-impl-ai-search__ul_pbw_45h_zgc} 5. Install ServiceNow Otto for AI Search : Install a ServiceNow Otto product in the AI Admin Hub console. : See: [Install ServiceNow Otto for AI Search](https://www.servicenow.com/docs/access?context=install-now-assist-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US) 6. Enable Q\&A Genius Results in AI Search portals : Specify the Genius Result types you want to make available in each of your AI Search portals. 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. Answers are presented in Q\&A format. : See: * [Enable ServiceNow Otto for AI Search Genius Results in AI Search portals and mobile applications](https://www.servicenow.com/docs/access?context=enable-now-assist-gr-ais-apps&version=australia&pubname=australia-platform-administration&ft:locale=en-US) * [Knowledge base articles Genius Results](https://www.servicenow.com/docs/access?context=now-assist-qna-genius-results&version=australia&pubname=australia-platform-administration&ft:locale=en-US) {#sn-ai-impl-ai-search__ul_dl3_kd3_zgc} 7. Verify AI Search widget customizations : Customized AI Search widgets may not correctly show Q\&A search results even when configured for ServiceNow Otto, since customizations get skipped during upgrades. : See: The ServiceNow AI Platform® offers a variety of search tools, which may return different answers for the same or similar searches. This disparity in results is expected. For more information, see [Search result disparities between AI Search and ServiceNow Otto® search features](https://www.servicenow.com/docs/access?context=search-disparities-ai-search-now-assist&version=australia&pubname=australia-platform-administration&ft:locale=en-US). For more information, see [ServiceNow Otto for AI Search FAQ](https://www.servicenow.com/community/now-assist-articles/now-assist-in-ai-search-faq/ta-p/2686538) in ServiceNow Community. *[\>]: and then