Use AI search in Recommended Actions to resolve cases

As an agent, use AI search in Recommended Actions to help address customer issues and resolve cases quickly.

Before you begin

Role required: sn_nb_action.next_best_action_user

Procedure

1. Navigate to All > Workspace Experience > Workspaces > CSM Configurable Workspace.
2. Open the customer service record.
3. Select the Recommended Actions icon () in the Contextual Side Panel.
4. Select the Search tab.
5. In the Search bar field, enter your search query.
6. Select the Search icon () or press Enter.
   The AI search results or genius results or both are displayed as cards.

   The relevancy score displays on the search result recommendation cards in the Search tab for following guidances provided with the base system. The relevancy score indicates how well a search result matches the agent’s query.

   • Default guidance for search results
   • Attach and share article
   • Share KB in chat interactions
   • Case resolution guidance
   • All no-code guidances (Link incident to current case, Link problem to current case, and Link change request to current case).

   Note:

   The relevancy score displays only when the Show relevancy score for results check box is enabled in the Context form. For more information, see Create a context in Recommended Actions.
7. Optional: Select the Filters button, select a search source to filter the results and then select Apply.

   The number of search sources selected appear on the Filter button once you apply the filters. The following table shows the actions that you can perform on the search results in the Filters section in the Search tab.

   Note:

   When top N results are enabled, the Filters button and the Sort icon does not appear. For more information, see Create a context in Recommended Actions.

   Table 1. Actions in the Filters section in the Search tab

   Action	Description
   Filter search results corresponding to multiple sources	The list of search sources of all the search results appear in the Source section in the Filters module. You can filter the search results by selecting multiple sources at the same time. The source type appears on the search results. When one or more sources are selected, all the facets corresponding to all these selected sources appear enabling you to select field values to refine your search results further. For more information on facet filters, see the following row.
   Filter search results at facet-level	The dynamic facet filter options enable you to refine the search results by field value. The facets that appear depends on the sources you select. To expand or collapse a facet, select the + (plus) or - (minus) symbol by its name. When a field value under a facet of a source is selected, the remaining sources are deselected automatically and their respective facets also disappear. As a result, you’ll be able to refine search results at facet-level for one source type only. The field values selected appear under the Any of the following selected section and its corresponding source appears under the All of the following selected section.
   Sort search results	The following options are available by default: Most relevant: The most relevant records are displayed on the top. This option is selected by default. Updated (oldest): The least recently updated records appear on the top. Updated (newest): The recently updated records appear on the top.
   Remove the filters applied	Removes all the applied filters, when you select the Clear all button.

8. Review the search result or genius result cards and select the applicable result by selecting the action button to address the customer issue.
   The result card moves from the Search tab to Action history.
9. Optional: Select the full view search icon to get a detailed view of the search results in the Search page.
   Note:

   When top N results are enabled, the Filters button and the Sort icon does not appear on the Search page. For more information, see Create a context in Recommended Actions.

   The following table shows the actions that you can perform on the search results on the Search page.

   Table 2. Filters on the Search page

   Action	Description
   Filter search results corresponding to multiple sources	The list of search sources of all the search results appear in the Source section in the Filters module. You can filter the search results by selecting multiple sources at the same time. The source type appears on the search results. When one or more sources are selected, all the facets corresponding to all these selected sources appear enabling you to select field values to refine your search results further. For more information on facet filters, see the following row.
   Filter search results at facet-level	The dynamic facet filter options enable you to refine the search results by field value. The facets that appear depends on the sources you select. To expand or collapse a facet, select the + (plus) or - (minus) symbol by its name. When a field value under a facet of a source is selected, the remaining sources are deselected automatically and their respective facets also disappear. As a result, you’ll be able to refine search results at facet-level for one source type only. The field values selected appear under the Any of the following selected section and its corresponding source appears under the All of the following selected section.
   Sort search results	The following options are available by default: Most relevant: The most relevant records are displayed on the top. This option is selected by default. Updated (oldest): The least recently updated records appear on the top. Updated (newest): The recently updated records appear on the top.
   Remove the filters applied	Removes all the applied filters, when you select the Clear all button.
   Hide the Filters section	Hides the filters section when you select the Hide filters button.
   Display the Filters section	Displays the filters section when you select the Show filters button.