welcome everybody to AI Academy my name is Luke I'm the advanced game for platform AI products and today with us we have again Gerard and Sheamus to present some of the Utah announcements to AI search and as always before we get started remember that we have additional resources available on our community that you can access easily with the SN dot Works slash AI link and also that this session is recorded and then posted on our servicenow community YouTube channel that you can subscribe to if you like if we do mention items of the roadmap that are not available yet please check with your accounting before making any purchasing decisions and that falls under our safe Hubble knowledge that you can see on screen now and if you are new to AI Academy a quick highlight of what it is we bring you fresh ideas and better understanding and practical guidance for our product and today specifically on AI search we've covered other products in the past and we will cover also other products in the future for example in two weeks we all talk about document intelligence but AI search is one of our main AI products so we do talk a lot about AI search and we love AI search and the session is recorded and posted on our YouTube channel but if you are here today with us it's a great opportunity to ask your questions and add that answers by answered by our experts so for that please Leverage The Q a feature from the zoom webinar and send us great question and we here to transfer those that to you thank you great yeah absolutely thank you uh so just to give a quick uh rundown of what we're going to be reviewing today my name is Gerard dwan I'm focused on product success for AI search you've already heard from like this morning but I also want to introduce Sheamus Maho whose principal product success architect again focusing on AI search you'll be hearing from both of us as we go through this session today so we're really hoping that again we can answer any questions and really talk about the the focus um for for Utah as far as AI search is concerned I will say that I'm really excited about the Utah release it is live now it's a ga product uh platform product today uh and so what I've liked about being part of the development process for Utah is that it is very focused on usability and making things easier and better are for you the customer so just want to highlight that before we get into it first and foremost what you may find as we go through this process is that we're going to have a quick overview of the features and and the technology and what is being offered as part of the Utah Futures then we're going to have a quick exercise where we show and highlight a couple of those features that are functionally easier to show and then as always we'll leave room for for Q a so as you as questions come up please feel free to use the Q a feature and as we go through we may be able to answer those in the process as well so please do feel free to use that q a feature first and foremost when we talk about AI search and the changes that have been made for Utah it's important to know that net new instances that you provision that have the next experience enabled will have ai search as the default search in your Global search so you'll be able to basically use AI search and all the capabilities that come with it right out of the box without needing to upgrade or make changes or do migrations or anything like that as you can see there are a number of features that the global search would benefit from and so that includes things like our enhanced relevancy a unified search experience so you can get everything in line sorted by relevancy regardless of which table it came from you also get things like your autocomplete suggestions your typo handling and exact matching that you may be familiar with as part of the global search as it exists prior to today when we think about how the experiences have changed there are are basically you can see on the left hand side this is our Legacy experience for Global search and on the right hand side is the AI powered experience so there are a couple of things that AI search and the team have made sure come into play as part of making sure that we're ready to enable this by default for you the every every one of our customers the first is we wanted to make sure that we had the option to do a direct to list view from the global Source results and that's on a per tab basis so in our you can see it in on the left hand side you can do a direct to list view um basically in each one of the subsections here but in our world we do a tab navigation for AI search so if you were to select incidents for example you can go direct to list view just like you had in the past on top of that we have created a migration tool basically another guided setup guide or guided setup that allows you to bring a lot of the functionality and features and configurations that you've already created for over to AI search any next experience powered search applications so we've wanted to make this easier for our community to adopt as part of this process and just to not to put to find a point on it we do have the uh the migration tool which again is is in the guided setup format that you're probably familiar with um and that's something that you can go ahead and take a look at I will say that this QR code is is helpful in ensuring that your instance needs to prerequisites for AI search the two primary prerequisites are that you have ai search and that you're using the next experience so those are the the two primary parameters but but this is a more detailed guide that can help there now there are more um user focused features that we're going to be talking about and for that I would like to pass the speaker privilege over to Sheamus excellent thanks Gerard I appreciate that and you know as Gerard has strongly alluded to is a number of the features and capabilities with the Utah release are primarily focused on user user experience both from the admin perspective for configuration as well as the end user itself um for themselves so a few of them that will be able to actually walk through an exercise of looking at and and seeing how they work are around are fastening or filtering of our content particularly around support for date range facets um so that'll be really helpful for for filtering down content we also have support for search and fastening across fields which is sorry across tables table Fields so this again will sort of bring together the content and allow for a more seamless mechanism for filtering and we also have support for multi-valued fields in our facets and additionally we also support now in sort of a continuation of support for you know filtering index sources on dot walk Fields now we can actually search on those dog Dot Lock fields for reference tables um so in in looking at this I'd like to be able to present my screen if I could chart while you do that how is everybody feeling about it I know that was a big ask from a lot of you that filtering options cross table so I hope you're all super excited about it as I am excellent oops sorry so here we'll start with a look at our capabilities for our range facet and the the cross table our cross table faceting so if we open up our AI search and in particular we're going to go to our our search applications to start with I'm going to be using our out of the box service portal and what we see here from the start is our out of the box facets and in this case we're just going to add a new facet we'll give it a simple name something pretty obvious maybe something like last modified oops I can type the nice thing the label gets Auto populated for you again this can be changed as needed and then with regard to the facet Fields we're going to be keeping um keeping consistent with our our table name and field name but the one thing that we're going to do here that's going to be interesting and allow us to both to show how we use a range facet as well as a cross table facet so if we look here I'm just going to paste it so I don't um mess up on the typing but what we can see is that we have a comma separated list and this shows the knowledge table and the field of CIS updated on as well as the the catalog item table and again it's going to be our CIS updated on so these two Fields will be combined into the same facet and we'll show that in just a sec and for ease of ease of use we're just going to add the order of one so that bubbles up to the top of our facet list we'll do a quick save here and on the search application you don't need to perform any public publishing that's just directly for the the profiles themselves and we're going to search something um oh it's actually you can see it is my latest search so something that we can be sure that actually has some common content across these two two sources so if we look at our past year um oops foreign [Music] I think uh Sheamus I think it's important to call out that these facet ranges are Dynamic um I think you're you're maybe on the cusp on your on your demo over the past couple of days as you prepped so um basically the the past year and the past two weeks are Dynamic ranges so they're based on the actual content that you have um so I think in this case if you click on the last two weeks you may get a set of catalog items whereas if you click on the last um a couple months there yeah that's interesting oh I know that's a curious situation um the the range for the um maybe I didn't again this could be my own issue yeah and I think that is it my apologies from the configuration there I think I had an additional space oh good catch over then a year I think you're right I think it is uh a scenario here where the my um my content is not matching up across both of those um above those tables um yep but you can see now if you if you facet on over a year versus over the past year you can see that the the tables basically are affected on either one so looks like all the catalog items right now are over a year old um if you select um anything newer than that then you have your knowledge base articles yep awesome so that would be a quick illustration of our our range facet as well as our cross table faceting capabilities and another one that has been a strong request coming from customers would be our ability to search on dot walk fields and to to demonstrate that we'll take a look we'll do a little sort of pre-work here do a little setup um and take a look at the incidents table is everybody see the entrance table and I'm not sure if it's in because I'm in um full desktop view here the column labels that I'm showing are not um essentially I was looking to show our config item Fields here maybe I can just add that so we're looking to demonstrate the the configuration item um that or name we want to be able to search on that and we're looking at active true so essentially what we'll be looking at is adding the um the dot walk field so we have a new attribute that allows for the searchable dot block Fields So within the next experience we want to be able to search for this name so this is a reference field um and our expectation would be that you know the service network storage unavailable incident should be the one that that shows up so if we look at from a configuration standpoint on our indexed sources look at incidents here and the configuration is pretty straightforward we'll look at our field mappings and the configuration here is um we're identifying the incident table the attribute here this new searchable.walk fields are available and the field is there our cmdb config item and the name so we have that and this is we've previously saved in this particular configuration so if we look at our our next experience research for our NYC oh again that is a recently searched one oh we should see here is our incident yeah so now that will take us to the appropriate incident and we can click in here and we should see that it has that config item of NYC rack that has 200. so that's certainly a a welcome new feature that I'm sure a lot of people will be happy to see being able to search on those dot walk fields foreign so yeah so that brings us through to the demonstration on the fast enhancement cross table support and the dot block Fields being searchable is there any questions certainly feel free to bring those up in the Q a um yeah we do have a question uh Karen is asking you about if the new capabilities for DOT working and in the search across table is that only available for the facets or is that also available for boosting so I'm assuming it's result result Improvement roles that we're talking about here um that's a good question I'm not sure on the result Improvement rules that would be um for our Dynamic content or our static content um and those are pre -loaded um I'm not 100 sure on that I can certainly follow up on that for sure that's a great question appreciate that awesome so continuing on with some of the improvements that we'd like to talk about is one important one that we've made measurable improvements on our multilingual search support and again this is primarily focused on user experience you know being able to continue with that same theme where you know service how servicenow has made improvements on the multilingual search looking to provide a more consumer-like experience when you know where users Express their their query our search intense across any language and the expectation is that the results that will be relevant across those any language that's available and we can see here the evolution of it coming from Rome it was a workaround put in place to allow you to fall back to just only English content and that's evolved all the way through now to Utah where we now have a support for identifying content AS Global and so what that means is regardless of the language of the content or the language of the the user session um session language this content can be deemed Global and to do that we've added a new system property that system property is um available in Utah and the configuration of that property is straightforward here and you would do it by setting the value in this demonstration or this example here we're showing that new system property and we're identifying the value where we're setting the knowledge base to it so all content that falls under that filter will be available as Global content so regardless of the session um the session language or the um or the language on the content itself that will be available in or as part of your search results so this is certainly something that we're very happy about it seems like in our Communications with customers it is a very welcome Improvement to our abilities to identify content appropriately um make it to make it global slides that's it for our walk through um certainly appreciate any questions and we'll hand it back to Luke yeah the one question about showing the results for incidents in the employee Center so Gerald you answer that I don't know if everybody can see the answer so if you just want to comment on that so everybody can hear the answer sure yeah yeah the question came in and and like you did a good job summarizing basically can you show results for incidents as part of the employee Center you can do it it is something that we've seen customers do but um we typically see that they also want to de-boost those types of results in employee Center because they do tend to add noise so that is something that is worth experimenting to see if it makes sense for your specific use case um but it is a capability that that we can offer there uh there are a couple of other questions um there's a question about whether the capability that was being shown was available via store app as well I think that was the multilingual support which is part of the Utah platform release so that's not um independent of a store release we also got a comment that um facets um there's there may be another tool called called facets out there so just just to call out when we talk about fastening in this regard it's really the the filtering capability that that we're discussing and then I saw a couple of new questions uh come into while we were chatting so let's see um can we add multiple knowledge bases to the property for the language searches that had to do with the global filter any any query that you can put into the list view is a query that's supported by that parameter so if you if you can figure out the syntax then yes you can you can do that and that again regardless of the language whether it's the query language or the um uh the session language uh it'll just make sure that those results appear in those search results um another question just to I'm not related just to forward-looking roadmap item um was whether or not scripted conditions could be used for AI search sources not today um it is something that we would be happy to look into a little bit more I would say that anything that's feature related I work with our product management team both inbound and outbound very closely and we do Focus highly on what's in the idea portal as part of our our road mapping so if it's in the idea portal definitely we take a look at it so please do add any suggestions there and we will um we will let you know um okay and as a follow-up uh there was just a question if we could provide documentation um on how to search for uh incidents in the employee Center portal um I think we can we can work on a little article for that um and we can um append that or make that referenceable um as part of the session that's no problem um uh so really good q a today um I'm glad we were able to cover everything so quickly um as part of this half hour block um Shameless like any closing thoughts yeah great questions really appreciate that it'll help us further guide um the roadmap that's great thank you Gerald thank you Sheamus and we'll see you soon in the next episode everybody has a good day bye