AI Search Results Improvement Rule form

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of AI Search Results Improvement Rule form

    The AI Search Results Improvement Rule form in ServiceNow’s Zurich release enables you to create and manage rules that enhance search results within an AI Search search profile. These rules help refine search outcomes by defining conditions and actions that adjust result rankings or block certain answers based on query content, user context, or other criteria.

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    Key Features

    • Label: Assign a unique name to each result improvement rule for easy identification.
    • Start and End Dates: Define the active period for a rule. If left blank, the start date defaults to the current date and the end date defaults to 30 days after the start.
    • Activate on all queries: Option to apply the rule universally across all search queries.
    • Language: Specify the language for the rule, ensuring it only activates for queries matching that language or set to apply to all languages.
    • State Management: Tracks whether a rule is New, Draft, Published, or Expired. Expired rules automatically deactivate and are excluded when publishing search profiles.
    • Marked for Deletion: Flag a rule for removal upon the next profile publish.
    • Apply only to Genius Results: Restricts the rule to operate solely on Genius Result answers, limited to block actions only.
    • Triggers and Conditions: Allows defining specific conditions for rule activation, including:
      • Keywords: Trigger rules based on keywords in the user’s search query.
      • Query: Trigger rules based on the exact full search query.
      • User Context: Trigger rules based on attributes from the user’s ServiceNow AI Platform session data, such as user location.
    • Expand Synonyms for Query Conditions: Enables synonym expansion for query-based triggers, enhancing rule matching. This option is not available if the rule applies to all queries.

    Practical Application for ServiceNow Customers

    By using the AI Search Results Improvement Rule form, you can tailor AI Search results to better fit your organization's needs, improving search accuracy and relevance. Setting specific activation conditions and language ensures rules apply only when appropriate, while scheduling start and end dates allows temporary or campaign-specific adjustments. The ability to target Genius Results and leverage user context data helps deliver personalized and precise search answers. Additionally, management options like marking rules for deletion and tracking publication states simplify rule lifecycle control within your search profiles.

    The AI Search Results Improvement Rule form enables you to create a result improvement rule in an AI Search search profile.

    For details on creating or editing result improvement rules, see Create a result improvement rule.

    Table 1. AI Search Results Improvement Rule form
    Field Description
    Label Unique label for the result improvement rule.
    Start Date System time for the first date when the result improvement rule can activate. If left empty, this field is automatically set to the current date.
    End Date System time for last date when the result improvement rule can activate. After this date, the rule state changes to Expired.

    If left empty, this field is automatically set to 30 days from the Start Date.
    Activate on all queries Option to make the result improvement rule activate for every search query.
    Language Language for the result improvement rule. AI Search only evaluates activation for result improvement rules that have the same language as the search query or that have All Languages specified for this field.
    State Current state for the result improvement rule.
    • New: The rule has never been published.
    • Draft: The rule is saved with unpublished changes.
    • Published: The rule is saved with all changes published.
    • Expired: The rule can't activate because its End Date is in the past. Publishing a search profile doesn't publish expired rules.
    Marked for Deletion Option indicating whether AI Search will delete the result improvement rule the next time you publish the search profile.
    Apply only to Genius Results Option to make the result improvement rule only operate on Genius Result answers when activated.
    Note:
    When this option is selected, the result improvement rule can only contain block actions.
    Triggers
    Expand Synonyms For Query Conditions Option for enabling synonym expansion for Query condition arguments. This field disappears if you select Activate on all queries.

    When expanding Query conditions, AI Search only considers active synonyms that are defined in the same search profile and that have a language matching the language of the result improvement rule.
    Triggers List of conditions that must be met for the result improvement rule to activate. This field disappears if you select Activate on all queries.
    Select one of the following fields as the subject for your condition:
    • Keywords: Operates on one or more keywords found in the user's search query. For example, a [Keywords] [are] [password] condition is satisfied by searches for How do I change my password or password reset.
    • Query: Operates on the user's full search query. As an example, a [Query] [is] [password reset] condition is satisfied by a search for password reset, but not by a search for password reset steps.
    • User Context: Operates on a user context element from the search user's ServiceNow AI Platform® session. The system displays the source table and field after the user context element name. As an example, a [User Context - Country (sys_user.country)] [is] [Japan] condition is satisfied when the search user's User [sys_user] record has country set to Japan.