--- sourceDocument: Australia ServiceNow AI Platform Administration sourceDocumentLink: https://www.servicenow.com/docs/r/platform-administration Release : - australia ft:locale : - en-US ft:publication_title : - Australia ServiceNow AI Platform Administration ft:clusterId : - platadm bundleId : - platadm workflow : - Platform --- # Knowledge base articles Genius Results # Knowledge base articles Genius Results {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Knowledge base articles Genius Results Knowledge base articles Genius Results enhance search by displaying top answers extracted from HTML fields of records in the Knowledge \[kbknowledge\] table and its extensions within ServiceNow. Each result card shows both a topic snippet and an answer snippet from a single Knowledge article, allowing users to quickly find relevant information and directly view the full article if needed. These Genius Results focus on English searches and are powered by deep neural networks that improve over time, though results may vary between releases. Show full answer Show less ## Key Features * **Snippet Extraction:** AI Search automatically extracts Q\&A topic and answer snippets from HTML fields of Knowledge articles. For FAQ records (enabled with the Knowledge Management Advanced plugin), the Question and Answer fields are used specifically. * **Manual Snippet Designation:** To improve precision, customers can manually designate topic and answer snippets in article HTML by applying specific CSS classes (`snsnippettopic` and `snsnippetanswer`). Answer snippets should ideally be 250 to 300 characters to avoid truncation. * **Machine Reading Comprehension (MRC) Model:** AI Search validates extracted answer snippets using an MRC model to ensure relevance to the query. This model also supports factoid extraction, locating the exact answer span within longer snippets. MRC settings and model selection are managed automatically without customer configuration. * **Integration with Knowledge Management Advanced Plugin:** When activated, Q\&A Genius Results include FAQs from the \[kbtemplatefaq\] table. Exact query matches or promoted FAQ records can directly return precise answers. * **Interaction with Search Features:** Genius Results respect result improvement rules by ignoring blocked results, handle stop words by ignoring them, expand synonyms, and perform typo correction in queries to improve answer accuracy. * **Factoid Extraction Configuration:** Customers can configure how factoid answers are displayed and highlighted through system properties, enhancing answer clarity for users. ## Practical Benefits for ServiceNow Customers * Quickly surface precise, relevant answers from Knowledge articles directly in search results, improving user productivity and self-service success. * Leverage AI-powered snippet extraction and validation to reduce manual curation efforts while maintaining answer quality. * Customize snippet presentation in Knowledge articles to optimize answer visibility without complex configuration. * Benefit from continuous improvements via AI and neural network enhancements, ensuring evolving accuracy and relevance of search answers. * Seamlessly integrate FAQs and Knowledge articles for comprehensive Q\&A support, especially when using the Knowledge Management Advanced plugin. Knowledge base articles Genius Results display top search results extracted from HTML fields of records on the Knowledge \[kb_knowledge\] table and tables that extend it. Each Knowledge base articles Genius Result answer card shows a topic snippet and an answer snippet extracted from a single Knowledge article. You can view the full article directly from the answer card. A snippet is a short, typically paragraph-length, section of text that contains useful and relevant information. A Genius Result answer's topic snippet indicates the subject for the answer, while the answer snippet provides details on that subject. Select View Article to view the full Knowledge article. Note: Knowledge search property settings don't affect Knowledge base articles Genius Results. For more information on these settings, see [Knowledge search properties](https://www.servicenow.com/docs/access?context=r_KnowledgeProperties&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). Knowledge base articles Genius Results only support English searches. Because the Knowledge base articles implementation is based on deep neural networks that are continually improving, Knowledge base articles results for specific queries may vary from release to release. Articles boosted or promoted by result improvement rules are more likely to appear as Knowledge base articles Genius Results, but aren't guaranteed to appear. ## Topic and answer snippet extraction for Knowledge base articles Genius Results {#genius-result-q-a-ais__section-topic-answer-snippet-extraction-qna-gr} By default, AI Search automatically determines which elements of a Knowledge article's HTML field values to extract as the Q\&A topic and answer snippets. You can't configure the criteria for this extraction behavior. Topic and answer snippet extraction behavior varies depending on the source table for the Knowledge article: {#genius-result-q-a-ais__table_fd5_31m_tnb__entry__2} | Knowledge article source | Q\&A topic and answer snippet extraction | |-|-| | FAQ \[kb_template_faq\] table Note: This table is enabled when you activate the Knowledge Management Advanced plugin (com.snc.knowledge_advanced). For more information, see [Activate the Knowledge Management Advanced plugin](https://www.servicenow.com/docs/access?context=activate-knowledge-advanced-plugin&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) | AI Search extracts the Q\&A topic snippet from the Knowledge article record's Question HTML field. It extracts the Q\&A answer snippet from the record's Answer HTML field. | | Knowledge \[kb_knowledge\] table and all other tables that extend it | AI Search extracts the Q\&A topic and answer snippets from the Knowledge article record's HTML fields. | [ ] {#genius-result-q-a-ais__table_fd5_31m_tnb} Because the default extraction behavior favors search precision, it may not extract all desired Q\&A topic and answer snippets. You can override the extraction behavior for a Knowledge article by manually designating topic and answer snippets in that article's HTML fields. Manually designating snippets increases the likelihood that they will appear as Q\&A results, but doesn't guarantee that they will. To manually designate snippets for an article, set the following HTML classes on elements in the article's HTML fields. {#genius-result-q-a-ais__table_dqd_slr_snb__entry__2} | HTML Class | Description | |-|-| | `class="sn_snippet_topic"` | Set this class on the HTML field element that contains text that you want to designate as the Q\&A Genius Result topic snippet for the Knowledge article. | | `class="sn_snippet_answer"` | Set this class on the HTML element that contains text that you want to designate as the Knowledge base articles Genius Result answer snippet for the Knowledge article. Note: Answer snippets should be from 250 to 300 characters in length. Longer answer snippets may be cut off when displayed on the Knowledge base articles Genius Results card. | [ ] {#genius-result-q-a-ais__table_dqd_slr_snb} ## Machine reading comprehension model {#genius-result-q-a-ais__section_kpw_kv4_hzb} AI Search uses a machine reading comprehension (MRC) model to validate extracted answer snippets. The MRC model analyzes each extracted snippet to determine whether it answers your question. An answer snippet must pass this validation filter step before it can be displayed as a Knowledge base articles Genius Result answer. When you enable factoid extraction for Knowledge base articles Genius Results, the MRC model also finds the exact span of text within the extracted snippet that represents the answer to your question. You can't configure settings for MRC models or choose which model to use for Knowledge base articles Genius Results. AI Search performs A/B testing with different search query parameter values to automatically select the best MRC model for you. For more details on this A/B testing process, see [Search query parameter evaluation framework](https://www.servicenow.com/docs/IepXMRoEzEqaTf_QG8tsNA#srch-qry-parm-eval-fw-ais "AI Search performs A/B test evaluations that compare result relevancy for alternate sets of search query parameter values. These evaluations determine the models that AI Search uses for machine learning relevancy and for Q&A Genius Results."). ## Knowledge Management and Knowledge base articles Genius Results {#genius-result-q-a-ais__section_ux2_ggc_mxb} When you activate the Knowledge Management Advanced plugin (com.snc.knowledge_advanced), Q\&A Genius Results can return answers from records on the FAQ \[kb_template_faq\] table as well as records on the Knowledge \[kb_knowledge\] table and its child tables. Additionally, if a search query satisfies one of the following conditions, AI Search bypasses the usual Q\&A routines and returns the FAQ record's Answer field value as a Knowledge base articles Genius Result answer: * The user's search query exactly matches the Question field value from the FAQ record. * A result improvement rule promotes the FAQ record to be the first result for the user's search {#genius-result-q-a-ais__ul_wrl_33c_mxb} As an example, suppose you create an FAQ record with Question How do I reset my password?. When a user searches for how do I reset my password, AI Search returns a Knowledge base articles Genius Result card with an answer snippet extracted from the FAQ record's Answer field value. ## Interaction with other search features for Knowledge base articles Genius Results {#genius-result-q-a-ais__section_bm3_lvz_nrb} The following table describes interactions between Knowledge base articles Genius Results and other search features. {#genius-result-q-a-ais__table_qx4_4vz_nrb__entry__2} | Feature | Interaction with Knowledge base articles Genius Results | |-|-| | [Result improvement rules](https://www.servicenow.com/docs/TaR44fGFW48~JSklNGO62w "Define rules with configurable trigger conditions to boost, block, or promote search results for specific searches. You can also boost search results for documents matching elements of the user context, such as a user's country, OS, or device type.") with block actions | When computing Q\&A Genius Results for a search query, AI Search ignores blocked search results. | | [Stop words](https://www.servicenow.com/docs/eiiQAp3yVs1voI~53xB_VA "Stop words remove search query terms that don't produce meaningful results. Improve search precision and relevancy by configuring stop word dictionaries and defining stop words.") | When computing Q\&A Genius Results for a search query, AI Search ignores stop words in the query. | | [Synonyms](https://www.servicenow.com/docs/BTOwKD3uhCQnDp5Nb8LfEg "Synonyms expand search queries to include additional terms with equivalent meaning or usage. Improve search recall by configuring synonym dictionaries and defining synonyms.") | When computing Q\&A Genius Results for a search query, AI Search expands synonyms in the query. | | [Typo handling](https://www.servicenow.com/docs/g21GoEvGiHwb9MC3XfCgzg "AI Search replaces misspelled search query terms with auto-correction terms derived from indexed content. Configure typo handling dictionary settings to control derivation of auto-correction terms.") | When computing Q\&A Genius Results for a search query, AI Search corrects terms in the query. | [ ] {#genius-result-q-a-ais__table_qx4_4vz_nrb} * **[Factoid extraction for Q\&A Genius Results](https://www.servicenow.com/docs/SgBZhBLZkbbYtFEsHEc7pg)** Factoid extraction uses the machine reading comprehension (MRC) model to find the exact span of text within a longer extracted snippet that represents the answer to your question. * **[Set the factoid extraction mode for Q\&A Genius Results](https://www.servicenow.com/docs/iWi69GKyScZBcjHEgEQQEw)** Specify how you want factoid extraction to display and highlight answers for Q\&A Genius Results. * **[System properties for factoid extraction in Q\&A Genius Results](https://www.servicenow.com/docs/Oa0qXajx8Z44RvFULpRGbA)** A system property determines how the system extracts factoids from knowledge articles when computing Q\&A Genius Results.