Automatically map AI search results with guidance inputs in Recommended Actions
Summarize
Summary of Automatically map AI search results with guidance inputs in Recommended Actions
This feature, introduced in the Yokohama release, automates the creation and management of mappings between AI search results and recommended actions within the ServiceNow Recommended Actions application. It streamlines how search results from configured AI search applications are linked to specific guidance actions, improving efficiency and accuracy for admins and agents using Customer Service Management (CSM) Configurable Workspace.
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Key Features
- Automatic Mapping Creation: When an admin creates or updates a search application configuration for a context record, the system automatically generates mapping records between each search source and recommended actions.
- Default Guidance Mapping: If a search source lacks a specific action mapping, it is automatically linked to the Default guidance for search results, ensuring no search sources remain unmapped.
- Preservation of Existing Mappings: Existing custom mappings are retained and not overwritten by default mappings, allowing admins to maintain tailored configurations.
- Dynamic Mapping Updates: Adding or removing search sources in the search application configuration automatically adds or deletes corresponding mapping records, keeping mappings aligned with the current search profile.
- Search Result Mapping Table: Mappings are stored in the Search result recommended action mapping table (snnbactionsearchresultramapping), which includes an Active field to enable or disable specific search sources from appearing in agent search results.
- Refresh Functionality: Admins can manually refresh the search result mapping related list to generate missing mappings without affecting existing custom mappings.
- Conditional UI Display: The Search result mapping related list only appears on a context record when a Search application configuration is selected, simplifying the UI and preventing confusion.
Practical Impact for ServiceNow Customers
- Admins save time by automating the linkage between AI search results and recommended actions, reducing manual configuration effort.
- Agents receive more relevant, actionable search results in CSM Configurable Workspace by filtering active search sources.
- Flexible control over which search sources are active ensures search results remain relevant and aligned with business needs.
- The system provides clear notifications when mappings are updated, helping admins to review and confirm configurations promptly.
- The preservation of existing mappings supports customization and avoids accidental overwrites, protecting tailored customer workflows.
Automatically create AI search results for a search configuration application in Recommended Actions.
Search application configuration records specify the search engine and settings to use for search in Recommended Actions. When you choose AI search as an application's search engine, you can configure the search results and map them to specific actions.
Starting with the Yokohama release, the Recommended Actions application automatically creates the mapping between search results and actions.
- If a search source does not have an existing mapping to an action, the system maps the search source to the Default guidance for search results 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.
When a context record is saved or updated and search result mappings are created, the system displays a message: "Based on the selected Search Application Configuration the Search Result Mapping list has been updated. Please review!"
Adding new search sources
- Creates a new record in the Search result to recommended action mapping table (sn_nb_action_search_result_ra_mapping) for the added search source.
- Maps the search source to the Default guidance for search results.
When a search source is deleted from the search profile, the system removes the corresponding record from the Search result to recommended action mapping table (sn_nb_action_search_result_ra_mapping).
Refreshing the Search result mapping related list
The system stores search result mapping records in the Search result to recommended action mapping table and displays them in the Search Result Mapping related list on the context record.
Newly created mapping records are active by default. Admins can control which search sources are displayed to agents by enabling or disabling the Active field on the mapping records.
Search result recommended action mapping table
The Search result recommended action mapping table (sn_nb_action_search_result_ra_mapping) stores the mapping between search sources and actions. Records in this table include an Active field which the admin can use to manage the activation state of search result mappings. When a new record is created in this table, the Active field is set to true by default.
When an agent performs a search in the Recommended Actions search component in CSM Configurable Workspace, the system displays the search sources that are marked as active in the search result mapping configuration. Inactive search sources are excluded from the search results.
Changes in the search result mapping, such as activating or deactivating a search source, are automatically reflected in the search results.
When the Active field is disabled for a search source, an admin can create a new mapping for that source. A search source can have multiple search result mapping records, but only one can be active at a time.
Conditional UI display for search result mapping
The Recommended Actions context record includes the Search application configuration field. When an admin selects a configuration in this field, the search result mapping records for the configuration are displayed in the Search result mapping related list. If the Search application configuration field is empty, the Search result mapping related list does not appear on the context record.