Default guidance for search results

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Default Guidance for Search Results

    The Default guidance for search results provides a fallback for search sources lacking specific mappings. With the integration of AI, the Recommended Actions application streamlines the mapping process, enhancing the search experience for agents within ServiceNow's CSM Configurable Workspace.

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    Key Features

    • Automatic Mapping: Starting from the Yokohama release, mappings between search results and actions are automatically created when the search application configuration is updated. If no specific action mapping exists, the system defaults to using the Default guidance.
    • Contextual Search Results: Agents can view relevant search results displayed in a card format on various pages, including the CSM default record page and front-line case pages.
    • Preview Card Elements: Each default guidance card features:
      • Search Icon: A visual cue for identifying search results.
      • Hint Text: Contextual information about the guidance.
      • Title: The main heading of the search result.
      • Relevancy Score: Indicates how well the result matches the agent's query.
      • Record Fields: Key details relevant to the guidance content, such as article number or case state.
    • Action Options: Agents can either dismiss guidance to move it to Actions history or open the associated record in a sub tab for quick access.

    Key Outcomes

    By utilizing the Default guidance for search results, ServiceNow customers can enhance their agents' efficiency, allowing for quicker access to relevant actions and information. This results in improved response times and better service delivery to end-users.

    The Default guidance for search results is a guidance that can be used for any search sources that don't have mapped guidances.

    Using AI search results in Recommended Actions requires a search application configuration. For each search source in that configuration, the admin creates a mapping from the search result to an action.

    Starting with the Yokohama release, the Recommended Actions application automatically creates the mapping between search results and actions.

    When an admin creates or updates the search application configuration for a context record, the system automatically creates search result mapping records for each of the search sources in that configuration.
    • If a search source does not have an existing mapping to an action, the system maps the search source to the default guidance.
    • If a search source has an existing mapping to a specific action, the system keeps that mapping and does not overwrite it with the default guidance.

    The default guidance enables agents to view search results for any type of record. The agent can view the search results in the Recommended Actions tab in the contextual side panel in CSM Configurable Workspace. Search results are displayed in a card format.

    The default guidance is available on the following pages:
    • CSM default record page
    • Front-line case page
    • CSM Interaction record page of type chat, video, email, and Walkup

    Default guidance card

    The preview card for the default guidance displays information about the search result.

    Preview card for the default guidance displays information about the search result, including a title, fields that are relevant to the record type, "Open record" action and Dismiss action.

    The preview card for the default guidance includes the following elements.
    Element Description
    Search icon The search icon appears at the top of the card along with the hint text. The icon is made up of a magnifying glass with a sparkle. This icon makes it easy for customers to identify search results from suggested actions.

    Default guidance preview card magnifying glass icon and hint text
    Hint text Text that provides context for the guidance. The icon and hint text appear together at the top of the card above the title.
    Title The title appears at the top of the card.
    Relevancy score The relevancy score displays on the Share KB in chat interactions guidance in the Search tab of the Recommended Actions contextual side panel. It indicates how well a search result matches the agent’s query.
    Record fields Relevant fields related to the guidance content are displayed on the card. These fields provide key information about the guidance content.

    For example, a preview card for a knowledge article includes fields for the article number and author while the preview card for a case includes fields for the case number, state, and priority.
    Dismiss Agents can use this action to move the guidance from the Suggested actions tab to the Actions history tab. After selecting Dismiss, the agent receives a notification that the guidance has been moved.

    To view the Actions history tab, click the clock icon in the upper right corner of the Recommendations panel.
    Open record Agents can use this action to open the associated record in a sub tab. Agents can view the record details in the sub tab without navigating away from the main window.