Zurich Customer Service Management

Map AI search results with guidance inputs in Recommended Actions

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Customer Service Management

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Map AI search results with guidance inputs in Recommended Actions

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Release version:
UpdatedJul 31, 2025
3 minutes to read

Zurich
Customer Service Management

Create mappings between AI search results and guidance inputs to recommend relevant actions to agents using AI search or enable agents to use AI search to search for the relevant resources.

Before you begin

Role required: sn_nb_action.next_best_action_author, admin

Procedure

Navigate to All > Recommended Actions > Contexts.
Select a context for the AI search.
If a message appears about the application scope, select here to be able to edit the record.
In the Search Application Configuration field, select the Lookup using list icon and select either the base system CSM Configurable Workspace Search Config or a custom configuration that specifies AI search as the search engine and contains your desired search settings.
You can configure the search result display and refinement settings in the search application configuration. For more information, see Search application configurations.
The [CSM AIS] Configurable Workspace Search Config search application configuration is provided with the CSM Configurable Workspace store application. To access this configuration, navigate to AI Search > Search Experience > Search Applications.
In the Search result mapping related list, select New.
In the Action type field, select Guidance as an action type.
In the Action field, select an action to associate with the guidance.
The available actions are determined by the selection in the Action type field.
1. In the Action field, select the Lookup using list icon ().
  In the resulting pop-up window, the Table name field is auto-populated with the table that stores the available actions for the selected action type.
2. In the Document field, select the Lookup documents using list icon () and then select the action.
3. Select OK.
4. Save the record.
  Saving the record displays the required action inputs.

Configure the AI search result type.

Option	Steps
Map genius result: No	In the Map genius result field, select No to enable AI search result mapping to guidance inputs. In the Search source table field, select a source table to map the required fields to guidance inputs. This field shows all the source tables mapped to the search profile of your search application configuration.
Map genius result: Yes	In the Map genius result field, select Yes to enable genius result mapping to guidance inputs. In the Genius result configuration field, select a genius result configuration to map the return fields to guidance inputs. This field shows return fields of the genius result configuration that is linked to the search profile of your search application configuration. For more information, see AI Search Genius Result Configuration form.

Option

Steps

Map genius result: No

In the Map genius result field, select No to enable AI search result mapping to guidance inputs.
In the Search source table field, select a source table to map the required fields to guidance inputs.
This field shows all the source tables mapped to the search profile of your search application configuration.

Map genius result: Yes

In the Map genius result field, select Yes to enable genius result mapping to guidance inputs.
In the Genius result configuration field, select a genius result configuration to map the return fields to guidance inputs.
This field shows return fields of the genius result configuration that is linked to the search profile of your search application configuration. For more information, see AI Search Genius Result Configuration form.

Save the record.
The AI search parameters display in the pill picker.

Map the action inputs.

Action types and actions need inputs. These parameters enable agents to complete an action. You can choose static values for action inputs or you can use the pill picker to supply dynamic values.

Option	Steps
Use a static value	Enter a value in the input field or use the lookup icon to select a value from the list.
Use a pill picker	Select the pill picker next to the field. The context is available in the pill picker. The outputs from the search source table or genius result configuration are available in the pill picker. Select the output from the pill picker.

Select Update.

Zurich Customer Service Management

Map AI search results with guidance inputs in Recommended Actions

Table of contents

Map AI search results with guidance inputs in Recommended Actions

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