---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Using AI Search with CRM Workspace

# Using AI Search with CRM Workspace {#ariaid-title1}

Release version: Brazil  
Updated September 10, 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 CRM Workspace

ServiceNow's AI Search application, starting with the Utah release, replaces the former Zing search application within CRM Workspace, offering enhanced search capabilities.
This integration enables users to effectively search for CRM-related information using the Unified Navigation search field, with options to switch between global search and CRM Workspace-specific results.
The migration from Zing to AI Search ensures continuity and improved functionality in search experiences.
Show full answer Show less  

## Search Application Configurations and Indexed Sources

The search behavior in CRM Workspace is managed through search application configurations, such as the **\[CSM AIS\] Configurable Workspace Search Config**, accessible via AI Search settings. This configuration defines the search engine and settings tailored for CRM Workspace.

AI Search indexes key CRM tables to deliver relevant results, including:

* Account \[customeraccount\]
* Case \[sncustomerservicecase\]
* Consumer \[csmconsumer\]
* Contact \[customercontact\]
* Order \[csmorder\]
* Order Line Item \[csmorderlineitem\]
* Catalog item \[sccatitem\]

## Navigation Tabs and Facets

Navigation tabs at the top of the search results allow users to filter results by indexed sources, such as Cases, Accounts, Contacts, and Orders, providing quick access to relevant data categories.

Dynamic facets enable further refinement based on key fields like State, Priority, Assignment Group, Product, and more. These filters help users narrow down search results efficiently within CRM Workspace.

## Guided Setup and Migration

ServiceNow provides a guided setup tool to assist administrators in migrating from Zing to AI Search configurations, ensuring a smooth transition. Administrators should use this guided setup to verify and adjust search application settings as needed, especially if customizations were made to existing search configurations.

For Utah zBoot instances and later, AI Search is the default search application for CRM Workspace and global searches.

## Fuzzy Matching for Enhanced Search Accuracy

Fuzzy matching improves search usability by allowing agents to find records using partial IDs or incomplete details, returning relevant results even with approximate or slightly mistyped queries. This feature is enabled automatically upon activating the **Case Management Core plugin (com.sncustomerservice)**.

To ensure fuzzy matching works correctly, administrators should:

* Confirm fuzzy matching is enabled using a background script.
* Re-index AI Search tables to update the search index with fuzzy matching capabilities.
* Verify AI Search is enabled and perform searches to observe fuzzy matching results.

## Practical Benefits for ServiceNow Customers

* Improved search relevance and flexibility within CRM Workspace.
* Seamless migration path from Zing to AI Search with guided tools.
* Dynamic filtering via navigation tabs and facets for efficient data discovery.
* Fuzzy matching reduces errors and speeds up record retrieval even with partial or mistyped input.  
Use the ServiceNow® AI Search application with CRM Workspace.

Starting with the Utah release, the [AI Search](https://www.servicenow.com/docs/access?context=overview-ais&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US) application replaces the Zing search application for CRM Workspace. To support this feature, the Zing search
configurations have been migrated to AI Search.

Use the Unified Navigation search field in CRM Workspace to search for information. You can switch between global search results and results from the CRM Workspace application. The different search configurations are based on different tables.

For more information about using AI Search with CRM Workspace,
see [AI Search for Next
Experience](https://www.servicenow.com/docs/access?context=ais-next-experience-app&version=brazil&pubname=brazil-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 CRM 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 CRM 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=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-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 CRM Workspace. For Utah zBoot
instances, AI Search is the default search application for global search and the CRM 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 CRM Workspace supports fuzzy matching with a script. Activating the Case Management Core plugin (com.sn_customerservice) automatically runs the script and enables fuzzy match search in both the CRM 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=brazil&pubname=brazil-platform-administration&ft:locale=en-US)
* [Configuring AI Search](https://www.servicenow.com/docs/access?context=configuring-ais&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US)

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