Using generative AI in portal case form

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    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 Using Generative AI in Portal Case Form

    ServiceNow’s generative AI integration within the Customer Support portal (CSM) enables requesters to receive guided assistance when creating support cases. By leveraging Genius Results, this feature helps users find relevant solutions quickly, reducing the volume of new cases and lowering the workload on support agents. The AI-powered guided flow appears directly on the case creation form, enhancing user experience by displaying helpful content and enabling seamless case submission when needed.

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    Key Features

    • Guided Case Creation Flow: Requesters initiate case creation via Request Something > Support > Create case for a product (Now Assist), entering their issue in a single Subject field.
    • Genius Results Display: As the requester types, AI generates relevant knowledge articles, catalog items, and other internal or external resources shown under related content on the same page until form submission or cancellation.
    • AI Search Activation: Requires AI search to be enabled in Service Portal for results to appear during case creation.
    • Multiple Configuration Modes: Supports Q&A mode for direct answers with cited sources and multi-content response mode that presents diverse content types with inline citations for easy reference.
    • Virtual Agent Integration: Requesters can access contextual Virtual Agent chat via an icon under sources for additional help, powered by Now Assist Actions configuration and enhanced chat experience features.
    • User Options for Next Steps: Requesters can cancel and return to the home page if satisfied, launch a chat with ServiceNow Otto for further assistance, or continue case creation if no suitable results are found.

    Practical Benefits for ServiceNow Customers

    • Reduce Case Volume: By guiding requesters to relevant solutions before case submission, support demand is lowered, optimizing agent resources.
    • Improve User Experience: The intuitive, AI-driven interface provides immediate, contextual help, enhancing requester satisfaction and efficiency.
    • Streamline Case Management: When necessary, requesters can effortlessly proceed with case creation, ensuring no disruption in support access.
    • Transparent Source Attribution: Inline citations and source links provide requesters with confidence in the AI-generated content’s accuracy.

    Guide requesters through a self-service flow to find solutions to their problems using Genius Results and reduce the number of cases created.

    A guided flow enhances the user experience by assisting requester who is facing issues and are about to create a case. It helps them find solutions through genius results, thus reducing the number of cases created and the effort required by agents to close open cases.
    • As a requester, you can enter your details and receive the results as part of your case creation process.
    • As a requester, you can continue with the case creation even if the results don’t load and create a case.
    • As a requester, you can see the results on the same page until you submit the form or cancel the flow.
    Note:
    This record producer is available for the Customer Support portal (CSM).
    Guided Flow for Case Creation
    1. Enter Your Details:
      • Navigate to Request Something > Support > Create case for a product (Now Assist).
        Note:
        Verify that AI search in portals is activated. For more info, see Enable and configure AI Search in Service Portal
      • A single Subject field appears. Start entering your issue, and genius results, sources, related catalog items, and knowledge articles are displayed under related content.
        Note:
        You can also search for public content in the portal and get the search results from within the generative AI genius result. The source of the search results is available as internal or external with the links to it.
    2. Review Results:
      • If no genius results are found, related content is shown.
      • If no results are found, a message appears: There’s not enough description for AI to find the results. Try using different keywords or another sentence.
      Note:
      Genius result configuration: The behavior of generative AI results depends on the selected genius result configuration.
      • When configured for the Q&A, the system generates a direct answer based on your query and displays relevant sources below the response.
      • When configured for multi-content response, the system follows the same response flow as Q&A and includes additional features for displaying multiple content types in a single result.
        • Response text includes the inline citations that correspond directly to the sources listed in the Sources section. The citations appear as numbered references — for example, [1] and [2] — and map to sources in the order they appear in the list. You can select a source to view the referenced content.
        • You can access the Virtual Agent chat interface by selecting the chat icon under Sources. The Virtual Agent provides contextual follow-up questions to help resolve requests. Make sure that Now Assist Actions genius result configuration is setup to see this.
    3. Take Action:
      • If you find a solution to your query, select the Cancel button to return to the home page.
      • If no results are found or you’re not satisfied with the result, select the Ask ServiceNow Otto button, to open a contextual chat window in Virtual Agent for additional help.
        Note:

        Enable enhanced chat experience from the generative AI in Virtual Agent guided setup for the feature to work. For details, see Display your assistant on a portal, channel, or mobile app.

      • If no relevant results are found, select Continue with case creation to proceed. This action enables the Submit button and shows the additional fields needed to complete the case form.
      • Select Submit to create a record case.

    This guided flow helps you find solutions faster, improves the user experience, and reduces case creation and agent effort.