Setting up AI Search in Service Operations Workspace for ITSM

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Setting up AI Search in Service Operations Workspace for ITSM

    The AI Search feature in Service Operations Workspace enhances your ability to find answers quickly through intelligent query capabilities. It allows users to search across multiple record types seamlessly within the unified navigation of the Next Experience interface.

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    Key Features

    • Search Application Configuration: Configure the AI Search application with the [AIS] setting for effective search results.
    • Card Layout Customization: Modify the card layout of AI Search results by adjusting the EVAM definition.
    • Search Profiles: Utilize search profiles to optimize your search experience.
    • Genius Results: Displays relevant information and actions for queries through Genius Result cards, enhancing the search experience.

    Key Outcomes

    To implement AI Search, ensure you:

    • Index new search sources.
    • Publish the search profile.
    • Enable AI Search and configure the search engine accordingly.
    • Activate the Q&A genius result configuration if using version 3.0 or later.

    Utilize the AI Search Guided Setup for streamlined configuration and customization of your search experience.

    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.

    For information about installing and configuring AI Search in Next Experience, see Install AI Search for Next Experience.

    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. 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.
    • A search profile. For information about search profiles, see AI search profiles.
      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.

        For information about using Guided Setup for Zing to AI Search Migration, see Configuring AI Search for Next Experience.

      • 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.
    • 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. 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.
    Figure 1. AI Search experience in Service Operations Workspace
    AI Search 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.