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 enables ServiceNow admins to automatically create and manage mappings between AI search results and recommended actions within the Recommended Actions application. By configuring AI search as the search engine in a search application configuration, the system links search sources to specific guidance actions, streamlining how search results trigger actionable recommendations.
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Key Features
- Automatic Mapping Creation: Upon creating or updating a search application configuration tied to a context record, the system automatically generates mapping records for each search source, linking them to recommended actions.
- Default and Custom Mappings: If no existing mapping exists for a search source, it is mapped to the Default guidance for search results. Existing custom mappings are preserved and not overwritten.
- 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 mappings.
- Managing Search Sources: Admins can add or remove search sources from a search profile. Adding a source creates a new mapping with default guidance, while removal deletes the associated mapping record.
- Refresh Functionality: The Search Result Mapping related list on the context record includes a Refresh button to generate missing mappings for any new search sources without affecting existing custom mappings.
- Activation Control: Only active mappings display search sources to agents in the Recommended Actions search component. Admins can toggle the Active field to control visibility.
- Conditional UI Display: The Search Result Mapping related list appears only when a Search application configuration is selected on the context record, ensuring a clean and relevant interface.
Benefits for ServiceNow Customers
- Efficiency: Automates the complex task of linking AI search results to actionable guidance, reducing manual configuration effort.
- Customization: Preserves existing mappings while allowing easy updates and additions, giving admins control over recommended actions.
- Improved Agent Experience: Agents see relevant search sources based on active mappings, enhancing search result relevance and operational responsiveness.
- Visibility and Control: Admins receive notifications when mappings update and have tools to refresh and manage mappings conveniently within the context record.
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.