AI Search for Service Portal Fundamentals: Connecting the dots from rendering results with EVAM, to navigating with Search Results Actions.SummaryObjective: to illustrate the relationships of the tables, modules, and more that are involved with rendering AI Search Results in Service Portal, and determining the user action(s) when selecting a result. Why? This article aims to help to provide a fundamental working knowledge of some of the complexities surrounding AI Search for Service Portal which include: EVAM Tables - Unfamiliarity with the modules, forms, and table names can present a daunting or murky initial user experienceService Portal - Examination and click-through of multiple layers of AI Search configurations on [sp_portal] Record.AI Search Results Action - The lone [sp_ai_search_results_action_config] table contributes to initial confusion regarding use and how it ties to EVAM. This working knowledge should prove useful with configuring or troubleshooting the AI Search user experience in Service Portal. Let's start with the assumptions AI Search is enabled on the instance, and initial steps have been taken to enable/utilize AI Search on a given Service Portal (ex: /sp, /esc, etc...). For more general information outside the outlined topics please visit either of the following links for: AI Search FAQ (may require customer login)Enable and configure AI Search in Service PortalFactsExamination of AI Search Results Actions Configurations [sp_ai_search_results_action_config] Please note that no amount of EVAM or Service Portal configuration will have AI Search in Service Portal functioning as expected without taking the [sp_ai_search_results_action_config] table into consideration. In the Filter Navigator, it resides on an island at "Service Portal > AI Search > Search Results Actions." Since it is isolated from EVAM configurations, AI Search Application configurations, and general configurations for 'AI Search' settings within the Portal [sp_portal] Form, it has the potential to cause confusion or be entirely overlooked during the process of configuring AI Search on the Service Portal. Documentation and key field notes below: Define an AI Search Results ActionField: Service portal(s) empty indicates all service portals Field: Action name Name of the action assignment. Only navigation actions are supported for selecting a search result in portals.This is a reference to Declarative Action, and should be double-checked to ensure it matches the configured EVAM's Declarative Action(more on that later) Field: AI Search Source Reference to a specific [ais_search_source] Record It is useful to browse and review the list of these [sp_ai_search_results_action_config] records to take note of these fields, because they help to tie the rest of the functionality together. The columns are already displayed by default on List View on the table. When the end user sees a list of Search Result entities, the data displayed is controlled by the EVAM Definitions. When they select a specific Search Result, the action from the rendered EVAM Definition should equate to an existing 'Search Results Actions' record which owns the actual page navigation. The below diagram helps to illustrate the 'Search Results Action' and how it aligns with the Service Portal's AI Search Config. Examination of Service Portal Navigate to 'Service Portal > Portals' and select the target [sp_portal] record (ex: sp, esc) Scroll down to the section for AI SearchField: Search Application References an AI Search Application Configuration [sys_search_context_config]Click-through (reference icon) to open this [sys_search_context_config] Record, you will notice it contains a Search Profile.Click-through to open this [ais_search_profile], you will see it contains the Related List of Search Sources.Why is that important? This is showing you the portal's [ais_search_source] records, and cross-referencing these [ais_search_source] records with the records on the [sp_ai_search_results_action_config] List can enable you to narrow down correct records for configuration or troubleshooting.For example, a particular Result Action [sp_ai_search_results_action_config] would not apply to your Service Portal Search if its AI Search Source defined is not one found in the above steps. Return to the [sp_portal] Form section for AI Search based on repeating Steps 1 & 2. Field: Search Results Configuration References an EVAM Definition [sys_ux_composite_data]Click-through (reference icon) to open this [sys_ux_composite_data] Record, you notice a Related List of EVAM View Config Bundle M2MsThe Bundle - or [sys_ux_composite_data_template_predicate_bundle] - Record contains a Related List of EVAM View ConfigsWhy is that important? Each EVAM View Config [sys_ux_composite_data_template_predicate] record has a Related List for Declarative Actions, titled EVAM View Config Action Assignment M2MsWhy is that important? As a configuration or troubleshooting step, in the Related List for any given EVAM View Config within the Bundles, please ensure the expected Action is Linked/Unlinked. For example, if the noted 'Linked Action' is not the same Declarative Action being referenced by a given Result Action [sp_ai_search_results_action_config], we can conclude this mismatch may be cause for unexpected or failed page routing. ReleaseXanadu and previousInstructionsThe ServiceNow Community has some great posts that outline the necessary process for configuring AI Search in Service Portal with numbered instructions that are highly recommended. Creating Custom EVAM configurations for AI Search source [How To]Changing the AI Search navigation on Employee Center [How-To] In general, the Intelligence and Machine Learning Community is the place to go for blogs, questions and answers, etc.. for AI Search and AI Search in Service Portal. In summary, this KB has outlined the separate mechanisms considered when an end user Searches in a Service Portal with AIS enabled (fetches results from AI Search Sources)Views a list of search results (displayed based on EVAM)Selects a specific result (action defined in EVAM should map to same action defined in Search Results Actions)Related LinksDefine an AI Search Results Action Create an EVAM definition AI Search clickthrough troubleshooting (May require log-in)