Experience & AI · LessonBy Praveen T, ServiceNow Trainer, 9 yrs · Published · ServiceNow · all levels
AI Search
Configure indexed sources, relevancy and result experiences so people find answers instead of raising tickets.
Quick answer
Configure indexed sources, relevancy and result experiences so people find answers instead of raising tickets.
Key takeaways
- Search profiles decide which sources appear where
- Synonyms fix the vocabulary gap between staff and authors
- Zero result searches are a content plan
- Duplicate articles hurt ranking
How it fits together
AI Search indexes sources such as knowledge bases, catalog items and tables, applies relevancy and personalisation, then presents results through search profiles and result configurations attached to a portal or workspace.
Tuning relevancy
Out of box results are decent, and small tuning yields large gains. Boost recent articles, weight the title field, and add synonyms for the vocabulary your organisation uses that the article authors did not.
Watching the data
Search analytics tells you what the knowledge base is missing.
- Review zero result searches weekly, that is your content backlog
- Track click through, articles nobody opens are titled badly
- Retire duplicate articles, they split ranking signal
- Use spell correction and synonyms for product and internal system names
Practice challenge
+0 XPStreak ×0
Question 1 of 2
Where do you find content gaps?
Frequently asked questions
Does AI Search replace Zing?
Yes for new implementations. AI Search is the current search engine and Zing is legacy.
Why do results differ between portal and workspace?
Different search profiles and result configurations are attached to each experience.