Search administration

  • Release version: Yokohama
  • Updated February 28, 2025
  • 1 minute to read

    • The ServiceNow AI Platform® includes multiple search engines and interfaces to help users easily and quickly find the information they need.

    Search engines

    The ServiceNow AI Platform includes two search engines:

    AI Search
    AI Search is the default search engine for the ServiceNow AI Platform. It provides consumer-grade search capabilities for Customer Service Management, Now Mobile, Service Portal, and Virtual Agent .
    Zing text indexing and search engine
    Zing is a legacy search engine which provides fast results and emphasizes relevancy scoring.

    Search plugins

    These search plugins offer specialized search experiences for particular search contexts.

    Contextual Search

    The Contextual Search plugin enables search that focuses on query context and user intent to fetch the most relevant set of results. Contextual search displays related results within a form or record producer based on the text you enter in a field.

    Intelligent Search for CMDB
    Intelligent Search for CMDB enables users to query for a set of Configuration Items in the CMDB. Complex queries open in CMDB Query Builder, where you can refine them or run them.

    Search interfaces and widgets

    These are search fields and widgets offered in the ServiceNow AI Platform UI or in ServiceNow AI Platform applications.

    Global search
    Global search in the Next Experience UI allows you to search multiple tables from a single search field.
    Service Portal
    The Service Portal framework displays search data within a widget on the search page.
    Service Portal search widgets
    Service Portal includes widgets for multiple forms of search.
    Now Mobile app
    The Now® Mobile app provides global search, voice search, and photo search.
    Mobile Agent
    The Mobile Agent app enables service desk agents to promptly manage and resolve end user issues from their mobile devices.
    Virtual Agent
    The Virtual Agent platform uses search to help parse user statements and intents in chats.
    Agent assist
    The Agent assist feature in Workspace automatically displays possible solutions for records that agents open.