Using AI Search with CSM Configurable Workspace
Summarize
Summary of Using AI Search with CSM Configurable Workspace
The ServiceNow® AI Search application is integrated with the CSM Configurable Workspace, replacing the previous Zing search application starting from the Utah release. This enables users to efficiently search for information across various tables within the workspace using the Unified Navigation search field.
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Key Features
- Search Application Configuration: The [CSM AIS] Configurable Workspace Search Config provides settings for the search engine in ServiceNow AI Platform applications, accessible via AI Search > Search Experience > Search Applications.
- Indexed Sources: Users can search content related to various indexed sources including Accounts, Cases, Consumers, Contacts, and Orders, which are added through the CSM Configurable Workspace store app.
- Navigation Tabs: Static filter options such as All Cases, Accounts, and Orders help refine search results based on indexed sources.
- Facets: Dynamic filtering options enable users to narrow down results by attributes such as State, Priority, and Assignment Group.
- Guided Setup: A tool that assists in migrating search settings from Zing to AI Search, simplifying the transition for users.
- Fuzzy Matching: This feature allows for partial matches in search queries, enhancing the search experience by retrieving relevant results even with incomplete data input.
Key Outcomes
By utilizing AI Search with CSM Configurable Workspace, customers can expect improved search functionality, allowing them to quickly locate information across multiple data sources. The introduction of fuzzy matching further enhances the user experience by accommodating partial queries, ensuring that relevant results are prioritized. Proper configuration and migration of existing search settings will enable a smooth transition to this updated search capability.
Use the ServiceNow® AI Search application with CSM Configurable Workspace.
Starting with the Utah release, the AI Search 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.
Search application configurations
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 Search indexed sources
- 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]
Navigation tabs
- All
- Cases
- Accounts
- Contacts
- Consumers
- Orders
- Order Line Items
- Locations
For information about creating navigation tabs, see Configure navigation tabs in an AI Search application configuration.
Facets
- State
- Priority
- Assignment Group
- Product
- Account
- Contact
- Consumer
- Needs Attention
- Action Status
- Channel
- Active Escalation
For information about creating facets, see Create a facet in an AI Search application configuration.
Guided setup
Guided setup provides a sequence of tasks that helps you configure search application settings. To access guided setup, navigate to .
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.
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
- 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
Enable fuzzy matching in AI search
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.
- 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.
- 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'.
- Make sure that AI search is enabled.
- Navigate to .
- Select the table to re-index.
- Select Index All Tables.
- 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.