Include knowledge articles from custom portals in Auto-Responder notifications

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Configure the Auto-Responder feature to suggest knowledge articles from a custom portal.

    Before you begin

    Role required: admin

    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.

    About this task

    By default, the Auto-Responder feature is configured to suggest knowledge articles from customer service portal and consumer service portal. Use this procedure only when you have your own custom portal and don't want to use the default customer service portal or consumer service portal.

    Procedure

    1. Navigate to All > Customer Service > Administration > Properties.
    2. In the text box for the Custom portal URL containing the knowledge article parameter property (sn_customerservice.case.autoresponder.customportal), enter your custom portal URL containing a knowledge article parameter such as sys_kb_id or kb_number.
      Example format: https://<instance-name>.service-now.com/csm?id=kb_article_view&sys_kb_id=<sys_kb_id>
    3. Click Save.

    What to do next

    After you configure the sn_customerservice.case.autoresponder.customportal property, you must configure the Similar Knowledge Articles All similarity solution definition to use the knowledge base of the custom portal. For more information, see Train the similarity solution for finding Auto-Responder notification content.