--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Setting up AI Search in Service Operations Workspace for ITSM # Setting up AI Search in Service Operations Workspace for ITSM {#ariaid-title1} Release version: Brazil 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 Setting up AI Search in Service Operations Workspace for ITSM AI Search in Service Operations Workspace enhances IT Service Management (ITSM) by enabling intelligent query capabilities that help users quickly locate relevant information across multiple record types. Integrated with the Next Experience Unified Navigation, AI Search allows seamless switching between global search results and workspace application-specific results, improving productivity and decision-making. Show full answer Show less ## Key Features * **Search Application Configuration:** A dedicated search application configuration \[AIS\] is added to support AI Search within the workspace, enabling tailored search experiences. * **Customizable Results Layout:** The card layout for AI Search results can be modified via its EVAM (Enterprise Visual Asset Management) definition, allowing personalized display of search result cards. * **Search Profiles:** AI Search utilizes configurable search profiles to define and refine search behavior and results. * **Genius Results:** These specialized result cards display highly relevant information and actions alongside standard search results, with default support for Q\&A configurations to enhance user interaction. * **Compatibility and Versioning:** AI Search is available starting from Service Operations Workspace version 1.3 and is compatible with specific AI Search bundles (e.g., SR - PlatformX - Search - AI Search for Next Experience Bundle - v2.0 and later). ## Implementation and Configuration * Use the Guided Setup for Zing to AI Search Migration module for all upgrade scenarios, ensuring that new search sources are indexed, search profiles are published, and AI Search is enabled. * Set the search engine to AI Search by configuring the `globalSearchDataConfigId` page property to the AI Search sysid (`6fcaa8d770a45110f877edb72a2fbd2f`). * Ensure the Q\&A genius result configuration is active and that AI Search for Next Experience is version 3.0 or later to leverage enhanced genius result capabilities. * Customize AI Search further by adding data sources or editing search profiles using the AI Search Guided Setup. ## Benefits for ServiceNow Customers By setting up AI Search in Service Operations Workspace, ITSM users gain faster, more accurate access to relevant data and actionable insights directly within their workspace. The intelligent search experience reduces time spent locating information and improves overall operational efficiency. Intelligent query features enable you to quickly find the answers that you require. The Next Experience Unified Navigation search field enables you to search multiple record types and switch between global search results and results from the workspace applications that you can access. For information about AI Search, see [AI Search](https://www.servicenow.com/docs/access?context=overview-ais&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). For information about installing and configuring AI Search in Next Experience, see [Install AI Search for Next Experience](https://www.servicenow.com/docs/access?context=install-ais-next-experience-app&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). The following configurations are added for the AI Search experience in Service Operations Workspace. * A search application configuration, \[AIS\]. For information about search application configurations, see [Search application configurations](https://www.servicenow.com/docs/access?context=defining-search-app-cfgs-ais&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). To modify the card layout of the AI Search results, you can modify its EVAM definition, AI Search for Next Experience. Search for and add an EVAM configuration bundle. For information about the EVAM definition, see [Configuring EVAM definition](https://www.servicenow.com/docs/access?context=define-composite-dataset&version=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US). * A search profile. For information about search profiles, see [AI search profiles](https://www.servicenow.com/docs/access?context=defining-search-profiles-ais&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). Note: * AI Search experience is available in Service Operations Workspace starting in version 1.3. * AI Search for Service Operations Workspace version 1.3 is compatible with the SR - PlatformX - Search - AI Search for Next Experience Bundle - v2.0. For all upgrade scenarios, use the Guided Setup for Zing to AI Search Migration module and ensure that the following conditions are met: * New search sources should be indexed. * The search profile should be published. * AI Search should be enabled. {#ai-search-sow__ul_q4f_rdl_jvb} For information about using Guided Setup for Zing to AI Search Migration, 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). * Ensure that the search engine is set to AI Search. To set the AI Search, ensure that the globalSearchDataConfigId UX page property value is set to the sys_id of the AI Search, 6fcaa8d770a45110f877edb72a2fbd2f. {#ai-search-sow__ul_sdp_z1l_jvb} * Genius results display the most relevant information and actions for a search query using Genius Result cards. The genius result cards appear alongside the regular search results. For more information about genius results, see [Genius Results](https://www.servicenow.com/docs/access?context=genius-results-ais&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). By default, Service Operations Workspace supports the Q\&A genius result configuration. If it isn't active, ensure the following: * Ensure that the version of AI Search for Next Experience is 3.0 or later. * Ensure that the Q\&A genius result configuration is in an Active state. For more information about the Q\&A genius result configurations, see [Q\&A Genius Results](https://www.servicenow.com/docs/access?context=genius-result-q-a-ais&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). {#ai-search-sow__ul_zh4_d3p_byb} {#ai-search-sow__ul_ovb_gyk_jvb} Figure 1. AI Search experience in Service Operations Workspace You can customize the AI Search experience by adding a data source, editing a search profile, and so on, by using the AI Search Guided Setup. For information on using this guided setup, see [Configuring AI Search](https://www.servicenow.com/docs/access?context=configuring-ais&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US).