Configure AI Search for the Customer and Consumer Service Portals

You must configure the Customer and Consumer Service Portals to use AI Search.

Before you begin

You must install a CSM or CSP portal and AI Search integration for CSM and CSP Portals.

Role required: sp_admin

About this task

AI Search is inactive by default and you must enable it by updating the portal record.

Procedure

1. Navigate to All > Service Portal > Portals and open a portal record.
2. Select Customer Support for CSM portal or select Customer Service for CSP portal.
3. Select the Enable AI Search check box.
4. In the Search Application field, search and select either CSM Portal Default Search Application or CSP Portal Default Search Application for CSM and CSP portals respectively.
   A search application configuration defines search experience settings, such as the search engine, search results limit, and suggestions limit. A search application configuration is selected by default, but you can select a different configuration if needed.

   Note:

   You might have to configure the form layout to add Search Application field on the form. For more information about adding fields to a form, see Configuring the form layout.
5. In the Search Results Configuration field, search and select either CSM Portal Search or CSP Portal Search.
   A search result configuration defines how search results are displayed. A search result configuration is selected by default, but you can select a different configuration if needed.

   Note:

   You might have to configure the form layout to add Search Results Configuration field on the form. For more information about adding fields to a form, see Configuring the form layout.
6. Select Update.
7. Navigate to Page Route Maps and enable the CSM AI Search Home Page route map for CSM and CSP AI Search Home Page for CSP as they’re inactive by default.