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

1. In the navigation filter, enter sys_properties.list.
2. Search for the sn_adv_emailscript.textsearch.enable property.
3. In the Value field, enter true.
4. Click Update.