Components installed with ServiceNow Otto for AI Search

  • Release version: Zurich
  • Updated October 3, 2025
  • 2 minutes to read
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    Summary of Components installed with ServiceNow Otto for AI Search

    The ServiceNow Otto for AI Search application introduces key system components designed to enhance AI-powered search capabilities within your ServiceNow environment. These components include scheduled jobs, Entity View Action Mapping (EVAM) configurations, and EVAM templates, all aimed at optimizing search results and user experience across various ServiceNow modules.

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    Scheduled Jobs

    • Update Semantic Cache: This job populates the second-level Knowledge base articles Genius Results cache with results from the most frequent queries tracked in the Search Event [syssearchevent] table. It helps improve search relevance by leveraging actual user query data.
    • This job also purges unpinned cache entries that have not been used in the past seven days, ensuring the cache remains efficient and relevant. Search administrators can pin important cached answers to retain them, supporting better control over search result persistence.

    Entity View Action Mapper (EVAM) Configurations

    EVAM configurations define how the Now Assist Q&A Genius Result appears and behaves within different parts of the ServiceNow platform:

    • AI Search Global: Configures the Genius Result view for the Next Experience global search.
    • Now Assist Q&A Genius Result: Tailors the Genius Result view within search applications.
    • Taxonomy: Sets up the Genius Result view within Content Taxonomy.
    • Virtual Agent: Configures the Genius Result view inside Virtual Agent interactions.

    These configurations ensure consistent and optimized presentation of AI search results across multiple user interfaces.

    Entity View Action Mapper (EVAM) Templates

    EVAM templates provide the detailed component structure, static values, and field- and action-mapping necessary to render the Now Assist Q&A Genius Result in various contexts:

    • AI Search Global Template: Supports the Next Experience global search implementation.
    • Now Assist Q&A Genius Result Template: Designed for Service Portal integration.
    • Virtual Agent Template: Enables Genius Results within Virtual Agent conversations.

    These templates allow for easy customization and consistent behavior of Genius Results components throughout the platform.

    Accessing Installed Components

    To review the full list of components installed with ServiceNow Otto for AI Search, administrators can use the standard procedure to find components by application package name. The relevant package to search for is ServiceNow Otto for AI Search.

    The ServiceNow Otto for AI Search application installs new system components including scheduled jobs and Entity View Action Mapping (EVAM) configurations and templates.

    Scheduled jobs installed with ServiceNow Otto for AI Search

    Scheduled job Description
    Update Semantic Cache
    • Populate the second-level Knowledge base articles Genius Results cache with results for the most frequently submitted queries found in the Search Event [sys_search_event] search signal table. For more information on this table, see Search signal tables.
    • Purge all unpinned entries in the Knowledge base articles Genius Results second-level cache that have not been used in the past seven days. Search administrators can pin results in the second-level cache table to prevent them from being purged. For more details on this procedure, see Pin cached answers for Now Assist Q&A Genius Results.

    Entity View Action Mapper (EVAM) configurations installed with ServiceNow Otto for AI Search

    Configuration Description
    AI Search Global - Now Assist Q&A Genius Result Contains the view configuration settings for the Now Assist Q&A Genius Result configuration in AI Search for Next Experience global search.
    • Application scope: Now Assist in AI Search
    • Location: All > Entity View Action Mapper (EVAM) > View Definitions > View Configurations
    Now Assist Q&A Genius Result Contains the view configuration settings for the Now Assist Q&A Genius Result configuration in a search application.
    • Application scope: Now Assist in AI Search
    • Location: All > Entity View Action Mapper (EVAM) > View Definitions > View Configurations
    Taxonomy - Now Assist Q&A Genius Result Contains the view configuration settings for the Now Assist Q&A Genius Result configuration in Content Taxonomy.
    • Application scope: Now Assist in AI Search
    • Location: All > Entity View Action Mapper (EVAM) > View Definitions > View Configurations
    Virtual Agent - Now Assist Q&A Genius Result Contains the view configuration settings for the Now Assist Q&A Genius Result configuration in Virtual Agent.
    • Application scope: Now Assist in AI Search
    • Location: All > Entity View Action Mapper (EVAM) > View Definitions > View Configurations

    Entity View Action Mapper (EVAM) templates installed with ServiceNow Otto for AI Search

    Template Description
    AI Search Global - Now Assist Q&A Genius Result Template Contains the component, static value, field-mapping, and action-mapping settings for the Now Assist Q&A Genius Result configuration in AI Search for Next Experience global search.
    • Application scope: Now Assist in AI Search
    • Location: All > Entity View Action Mapper (EVAM) > View Definitions > View Templates
    Now Assist Q&A Genius Result Template Contains the component, static value, field-mapping, and action-mapping settings for the Now Assist Q&A Genius Result configuration in Service Portal.
    • Application scope: Now Assist in AI Search
    • Location: All > Entity View Action Mapper (EVAM) > View Definitions > View Templates
    Virtual Agent - Now Assist Q&A Genius Result Template Contains the component, static value, field-mapping, and action-mapping settings for the Now Assist Q&A Genius Result configuration in Virtual Agent.
    • Application scope: Now Assist in AI Search
    • Location: All > Entity View Action Mapper (EVAM) > View Definitions > View Templates

    List of all components installed with ServiceNow Otto for AI Search

    To view the complete list of components installed with ServiceNow Otto for AI Search, follow the steps in Find components installed with an application. The application's package name is ServiceNow Otto for AI Search.