Now Assist Q&A Genius Results in Service Portal not always citing all the source KBsDescriptionThe following 3 Genius Results have been released as part of the Now Assist feature: Now Assist Q&ANow Assist ActionsNow Assist Multi-Content Response The first two, Now Assist Q&A and Now Assist Actions, are backed by a different Generative AI pipeline than the newer Now Assist Multi-Content Response Genius Result. The Now Assist Multi-Content Response Genius Result combines both Q&A and Actions into a single, synthesized response. It's updated pipeline also has some differences in how citations are derived and returned. Because the Now Assist Multi-Content Response Genius Result is not yet supported in Service Portal search results (planned for Q2 2025), this can lead to some inconsistencies when comparing the responses in Virtual Agent (where Now Assist Multi-Content Response is available) with Service Portal search (where only the separate Q&A and Actions Genius Results are supported). As mentioned above, support for the synthesized response in Service Portal search is planned for Q2 2025. However, there is a workaround that can be applied to achieve better consistency between chat and search. The workaround does result in better consistency between chat and search (such as listing all contributing sources) but does not achieve feature parity. That will come in the Q2 release. There are some known gaps which are listed below: Catalog items will show up as different cards in the carousel rather than combined with KB articles in a synthesized response.The label of the Catalog Items appears as “Suggested result” rather than “Answers powered by NowAssist”.Inline citations are not converted to links or popovers and the numbers do not correlate to the sources or other items in carousel.VA topics are not included in the search results at all. Steps to Reproduce Set up Now Assist in Virtual Agent from the Conversational Interfaces console. This results in the Now Assist Multi-Content Response Genius Result being mapped to the Search Profile used for the VA. Enable Now Assist in AI Search This results in the Now Assist Q&A and Now Assist Actions Genius Results being mapped to the Search Profile used for the Service Portal. Execute the same query/utterance in both VA and Service Portal Search and compare a number of responses. Eventlually, you may notice some citations which are returned in VA are not returned in Service Portal.WorkaroundThere are 2 update sets attached to this KE. sys_remote_update_set_235ddd163b771210468e879aa4e45ab0.xmlsys_remote_update_set_c4ec55163b771210468e879aa4e45ae9.xml Steps: Import both update sets. Remove the mappings of the Now Assist Q&A and Now Assist Actions Genius Results from the Search Profile for the Service Portal where you wish to apply the workaround. Map the Now Assist Multi-Content Response Genius Result to the Search Profile for the Service Portal where you wish to apply the workaround. Edit the EVAM View Configs named "SN_Temp_Multi Content Citation CATALOG" and "SN_Temp_Multi Content Citation QnA" to set the View Config Bundle field to the appropriate Template Predicate Bundle for the Service Portal where you wish to apply the workaround. The records shipped with the update set add them to the Service Portal Search Bundle.Note: This may require editing the form layout to expose the View Config Bundle field. Publish the Search Profile for the Service Portal where you wish to apply the workaround.Related Problem: PRB1847450