Configure AI Search Assist in the Customer and Consumer Service Portals for authenticated external users

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

    • Enable the AI Search Assist to search knowledge articles in the Customer and Consumer Service Portals. It applies for authenticated external users with snc_external role.

    Before you begin

    Activate Customer Service Management

    You must configure AI Search for the Customer and Consumer Service Portals. For more information, see Enable and configure AI Search in Service Portal.

    You must enable the Typeahead Search and AI Search Assist for the authenticated external users to use the AI Search feature. For more information on the widgets, see Typeahead Search widget and AI Search Assist widget.

    Role required: web_service_admin

    Procedure

    1. Navigate to All > System Web Services > Scripted Web Services > Scripted REST APIs.
    2. On the Scripted REST APIs page, search and select AI Search Assist (Internal API).
    3. On the AI Search Assist (Internal API) page, in the Resources related list, select search.
    4. On the search page, in the Security tab, do the following:
      • Select the Requires authentication to turn on the authentication to access resource.
      • Clear the Requires SNC Internal check box.
      • Select Update.
    5. Select Update.