AI Search in Service Operations Workspace for ITSM

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of AI Search in Service Operations Workspace for ITSM

    The AI Search feature in Service Operations Workspace for ITSM enhances your ability to quickly find relevant information and answers through intelligent query capabilities. It integrates with the Next Experience Unified Navigation search, allowing users to access multiple record types and seamlessly switch between global and workspace-specific search results.

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    Key Features

    • Search Application Configuration: Configurations for AI Search include a dedicated search application configuration and the ability to modify card layouts through EVAM definitions.
    • Search Profiles: Customizable search profiles are available to tailor the search experience to specific needs.
    • Genius Results: Displays the most pertinent information alongside standard search results using Genius Result cards, with support for Q&A configurations.
    • Guided Setup for Migration: A structured Guided Setup process is provided for transitioning from Zing to AI Search, ensuring correct indexing and publishing of search profiles.

    Key Outcomes

    By leveraging AI Search in Service Operations Workspace, customers can expect improved efficiency in finding information, enhanced customization options for their search experience, and the ability to access contextually relevant actions through Genius Results. Proper configuration and activation allow for a streamlined experience that aids in incident and problem management processes.

    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.