Enable AI search in Recommended Actions

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

    • As an admin, you can enable the Recommended Actions - AI search on the Front-line case page, CSM default record page, and CSM Interaction page (for chat, video, walk-up, and email channels) by setting the hideAgentAssistShowRA UX page property to true.

    Before you begin

    Role required: admin

    About this task

    The Recommended Actions - AI search is available for the following pages:
    • CSM default record page
    • Front-line case page
    • CSM Interaction record page for chat, video, email, and walk-up channels
    The following table shows how you can avail Recommended Actions - AI search feature:
    Table 1. Recommended Actions AI search - version compatibility
    Version Feature availability
    New customers starting with Yokohama release Recommended Actions - AI Search is an integral part of the Contextual Side Panel by default. No additional manual configuration is required.
    Customers who on-boarded before Yokohama release Agent Assist is enabled by default with the option to manually migrate to Recommended Actions - AI search.
    To migrate from Agent Assist to Recommended Actions - AI Search create and set the hideAgentAssistShowRA UX page property to True.
    Note:
    If you already created this property for enabling Recommended Actions in the chat interaction record, you need not create it again.

    Procedure

    1. Navigate to All.
    2. Search for sys_ux_page_property.LIST and press Enter.
      Note:
      If the hideAgentAssistShowRA UX page property already exists, you need not create it again.
    3. Select New.
    4. Fill in the fields on the form.
      Table 2. UX page property form
      Field Description
      Page Page for which the property is applicable. Select CSM/FSM Configurable Workspace.
      Name Name of the page property. Give the name as hideAgentAssistShowRA.
      Type True or False
      Value Enables or disables the property. Set the value to true to enable the property.
      Application Application scope in which the property is being created.
      Description Brief description of the UX page property that you are creating.
    5. Select Save.