---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/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 CRM Workspace

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

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
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![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

Starting with the Utah release, ServiceNow replaced the Zing search application with the AI Search application for CRM Workspace.
This change enhances search capabilities by migrating existing Zing configurations to AI Search and integrating search directly into the Unified Navigation search field within CRM Workspace.
Users can toggle between global search results and those specific to the Customer Service Management (CSM) or Field Service Management (FSM) Configurable Workspace applications.
Show full answer Show less  

## Search Application Configurations and Indexed Sources

The AI Search application uses specific search configurations that define the search engine and settings for CRM Workspace. The provided configuration, **\[CSM AIS\] Configurable Workspace Search Config**, is accessible via the AI Search module and supports searching across key tables, including Account, Case, Consumer, Contact, Order, Order Line Item, and Catalog Item.

## Navigation Tabs and Facets

Within search results, navigation tabs allow users to filter results by indexed sources such as Cases, Accounts, Contacts, Consumers, Orders, and Locations. Additionally, dynamic filter options called facets enable more granular refinement of results by attributes like State, Priority, Assignment Group, Product, and Status, among others. These filtering tools help users quickly locate relevant information within CRM Workspace search results.

## Guided Setup and Migration

ServiceNow provides a guided setup sequence to assist administrators in migrating search configurations from Zing to AI Search. This tool helps ensure a smooth transition and proper configuration of AI Search settings. For Utah zBoot instances and later, AI Search is the default search application for CRM Workspace, simplifying adoption.

## Migrating Custom Search Configurations

If you have customized or deleted any out-of-the-box Zing search configurations or search sources, you will need to manually migrate or delete these within AI Search configurations to maintain consistent search behavior in CRM Workspace.

## Fuzzy Matching Feature

AI Search supports fuzzy matching to improve search flexibility by allowing agents to find records using partial or slightly incorrect data entries, such as incomplete record IDs. This feature is automatically enabled when the Customer Service plugin is activated. It enhances search relevance by ranking results based on approximate matches while prioritizing exact matches.

To fully utilize fuzzy matching, administrators must:

* Verify fuzzy matching is enabled via a background script.
* Re-index the relevant tables in AI Search to update search data.
* Confirm AI Search is enabled and functioning through the AI Search Index interface.

This ensures search queries in CRM Workspace return comprehensive and relevant results, supporting efficient case and customer management.  
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=australia&pubname=australia-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
CSM/FSM Configurable Workspace 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=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 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 Customer Service 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=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)

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