Configure and use the AI Search engine in the Customer Service Management, Now Mobile, Service Portal, and Virtual Agent applications.

For each supported Now Platform application that you want to use AI Search in, define a search application configuration and specify AI Search as the search engine. To learn more about search application configurations, see Search application configurations.

Some applications support additional configuration for AI Search, as described in the following sections.

Customer Service Management (CSM)

Customer Service Management enables you to provide service and support for external customers through communication channels such as web, email, chat, telephone, and social media. The CSM application includes Customer and Consumer Service Portals that support AI Search.

For details on configuring the Customer and Consumer Service Portals to use AI Search, see Configure AI Search for the Customer and Consumer Service Portals. To activate AI Search widgets so that guest users on these portals can use AI Search, see Enabling AI Search in the Customer and Consumer Service Portals for unauthenticated users.

Now Mobile

Enable your users to submit incidents and requests, manage tasks, and access company resources from anywhere using the Now Mobile app.

For details on configuring and using AI Search as the Now Mobile search engine, see AI Search in mobile.

Service Portal

Service Portal is a portal framework that enables administrators to build a mobile-friendly self-service experience for users. It interacts with parts of the Now Platform, so users can access specific platform features using Service Portal.

For details on enabling and using AI Search as the Service Portal search engine, see Enable and configure AI Search in Service Portal.

Virtual Agent

Virtual Agent is a platform for providing user assistance through conversations within a messaging interface. Use Virtual Agent to design and build automated conversations that help your users quickly obtain information, make decisions, and perform common work tasks.

For information on how Virtual Agent uses AI Search, see Improving the user experience with AI Search.