Enable text search recommendations in Auto-Responder notifications
Configure the Auto-Responder feature to send recommendations that match a text search of a case short description to resolve a customer service case when Predictive Intelligence results are insufficient or unavailable.
Before you begin
- Activate the Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml). For more information, see Activate a plugin and Predictive Intelligence for CSM solution definitions.
- Set the application scope to Email Notification Script for Contextual Search Results using the application picker. For more information, see Application picker.
Role required: admin
About this task
By default, the Auto-Responder feature is configured to send contextual search results based on Predictive Intelligence. Knowledge articles that have significant text similarity with the short description of a case are sent as Auto-Responder recommendations.
You can configure the Auto-Responder feature to send knowledge article recommendations that match a text search of the case short description when the recommendations sent through the Predictive Intelligence feature aren't sufficient or the feature is disabled.
Procedure
In the navigation filter, enter
sys_properties.list.Search for the sn_adv_emailscript.textsearch.enable property.
In the Value field, enter
true.Click Update.