Using AI Search with CSM Configurable Workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Using AI Search with CSM Configurable Workspace

    ServiceNow’s AI Search application has replaced the Zing search application for the CSM (Customer Service Management) Configurable Workspace starting with the Utah release. This upgrade enhances your search capabilities within the workspace by leveraging AI-driven search functionality. The transition includes migrating existing Zing search configurations to AI Search, enabling a unified and efficient search experience across multiple customer-related tables.

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    Key Features

    • Search Application Configuration: The [CSM AIS] Configurable Workspace Search Config defines the search engine and settings. It is accessible via AI Search > Search Experience > Search Applications.
    • Indexed Sources: AI Search indexes key CSM-related tables such as Account, Case, Consumer, Contact, Order, Order Line Item, and Catalog Item, allowing users to search comprehensive customer information.
    • Navigation Tabs: Static filter options like All, Cases, Accounts, Contacts, Consumers, Orders, Order Line Items, and Locations appear atop search results, enabling quick result filtering by source.
    • Facets: Dynamic filters such as State, Priority, Assignment Group, Product, Account, Contact, Consumer, Needs Attention, Action Status, Channel, Active, and Escalation help refine search results interactively.
    • Guided Setup: A step-by-step setup tool supports migrating from Zing to AI Search and configuring AI Search settings for CSM Configurable Workspace, simplifying adoption.
    • Fuzzy Matching: Enables approximate searches using partial or slightly incorrect data (e.g., incomplete record IDs), improving search flexibility and accuracy. This feature activates automatically with the Customer Service plugin and requires re-indexing of tables.

    Practical Considerations for ServiceNow Customers

    • If you have customized search configurations in Zing, plan to migrate or manually adjust those settings to AI Search configurations.
    • Ensure fuzzy matching is enabled by verifying the system script output and re-indexing relevant tables to enhance search result relevance.
    • Use the Unified Navigation search field in CSM Configurable Workspace to seamlessly switch between global search results and workspace-specific results.
    • Regularly review and manage indexed sources and facets to maintain efficient and relevant search experiences aligned with your organizational data.

    Expected Outcomes

    By adopting AI Search in CSM Configurable Workspace, you gain a more intelligent, flexible, and user-friendly search experience. You can expect faster access to relevant customer data, improved filtering options, and enhanced search accuracy through fuzzy matching. This results in better case handling, order management, and overall customer service efficiency.

    Use the ServiceNow® AI Search application with CSM Configurable Workspace.

    Starting with the Utah release, the AI Search application replaces the Zing search application for CSM Configurable Workspace. To support this feature, the Zing search configurations have been migrated to AI Search.

    Use the Unified Navigation search field in CSM Configurable Workspace to search for information. You can switch between global search results and results from the CSM/FSM Configurable Workspace workspace application. The different search configurations are based on different tables.

    For more information about using AI Search with CSM Configurable Workspace, see AI Search for Next Experience.

    Search application configurations

    A search application configuration specifies the search engine and the settings to use for search in a ServiceNow AI Platform application. The [CSM AIS] Configurable Workspace Search Config search application configuration is provided with the CSM Configurable Workspace store app.

    To access this configuration, navigate to AI Search > Search Experience > Search Applications.

    AI Search indexed sources

    Indexed sources reflect what content users are able to search on. The CSM Configurable Workspace store app adds AI Search indexed sources for the following tables:
    • Account [customer_account]
    • Case [sn_customerservice_case]
    • Consumer [csm_consumer]
    • Contact [customer_contact]
    • Order Line Item [csm_order_line_item]
    • Order [csm_order]
    • Catalog item [sc_cat_item]

    Navigation tabs

    Navigation tabs appear at the top of the search results page and are static filter options that you can use to filter the results by indexed source. The [CSM AIS] Configurable Workspace Search Config search application configuration includes the following navigation tabs:
    • All
    • Cases
    • Accounts
    • Contacts
    • Consumers
    • Orders
    • Order Line Items
    • Locations

    For information about creating navigation tabs, see Configure navigation tabs in an AI Search application configuration.

    Facets

    Facets are dynamic filter options that you can use to refine the search results by field value. The [CSM AIS] Configurable Workspace Search Config search application configuration includes the following facets:
    • State
    • Priority
    • Assignment Group
    • Product
    • Account
    • Contact
    • Consumer
    • Needs Attention
    • Action Status
    • Channel
    • Active Escalation

    For information about creating facets, see Create a facet in an AI Search application configuration.

    Guided setup

    Guided setup provides a sequence of tasks that helps you configure search application settings. To access guided setup, navigate to All > AI Search > AI Search for Next Experience > Guided Setup for Zing to AI Search Migration.

    This guided setup tool assists with the migration of Next Experience applications from Zing to AI Search. For more information about using guided setup, see Configuring AI Search for Next Experience.

    Depending on your release, you may need to perform only some of the tasks within the guided setup to use AI Search with CSM Configurable Workspace. For Utah zBoot instances, AI Search is the default search application for global search and the CSM Configurable Workspace application.

    Migrating Zing search configurations

    If you have added, modified, or deleted any search configurations provided out of box, you may need to migrate existing Zing search configurations to AI Search configurations.
    • If you have added or modified any search sources in Agent Workspace Search Config, you need to migrate these sources to AI Search.
    • If you have deleted any search sources from Agent Workspace Search Config, you need to manually delete them from [Migrated] Agent Workspace Search Config

    Enable fuzzy matching in AI search

    Fuzzy matching enables agents to search for records using partial record IDs or incomplete record details and retrieve relevant results. Fuzzy matching identifies similar but not identical elements in data table sets.

    AI search in CSM Configurable Workspace supports fuzzy matching with a script. Activating the Customer Service plugin (com.sn_customerservice) automatically runs the script and enables fuzzy match search in both the CSM Configurable Workspace global search and the Recommended Actions AI search component.

    When fuzzy matching is enabled:
    • AI search returns results based on approximate matching, including partial text or slightly mistyped record IDs.
    • The system ranks the search results in order of relevance, prioritizing exact matches but including close matches.
    After fuzzy matching is enabled, the system adminisrator needs to re-index the tables used in AI search:
    1. Make sure that fuzzy matching is enabled by running this command as a background script:

      gs.info(new sn_ais.AisUtil().isFuzzyNumberMatchEnabled());

      The result should be 'true'.

    2. Make sure that AI search is enabled.
    3. Navigate to All > AI Search > AI Search Index > Indexed Sources.
    4. Select the table to re-index.
    5. Select Index All Tables.
    6. Go to the homepage and enter a search query in the global search field.

      You should see fuzzy matching results for the tables that were re-indexed.

    Note:
    If a table is not present in the AI Search Index Sources list, you can add the table by selecting New on this list.