Hybrid search in Recommended Actions
Hybrid search combines keyword-based and semantic search to surface more relevant results in CSM Configurable Workspace, helping agents find KB articles and guided actions even when their phrasing does not match article content exactly.
Unlike keyword-only search, which requires exact term matches, hybrid search understands the context and intent behind a query. Agents using CSM Configurable Workspace will see more contextually relevant KB articles and guided actions in the AI search tab of the Recommended Actions contextual side panel.
How it works
When an agent performs a search in the AI search tab of the Recommended Actions in CSM Configurable Workspace, Recommended Actions processes the query using a hybrid approach:
- Keyword matching — returns results based on exact or close term matches.
- Semantic matching — uses AI to interpret the meaning and context of the query.
The two methods are combined to rank results, improving relevance without requiring agents to rephrase queries or use specific terminology.
Hybrid search results
For example, a search for My system keeps freezing now returns relevant KB articles such as titled Troubleshooting application performance degradation, even if they do not use the word "freezing" — a query that previously returned no results with keyword-only search. With Hybrid Search, the article is surfaced because the search understands that freezing, lagging, and performance degradation describe the same problem. For more information on hybrid search, see Hybrid search in AI Search.
Default behavior
The Enable hybrid search check box on the [CSM AIS] Configurable Workspace Search Config record is set to true by default in the base system. No admin configuration is
required to activate this feature. As an admin, you can disable hybrid search in the CSM Configurable Workspace by navigating to and deselecting the Enable hybrid search check box.
This configuration is specific to the CSM AI search application. Search configurations for portals or other workspaces are managed separately. If you do not find the Enable hybrid search check box for other workspaces, see the KB2735151 article to know how to enable hybrid search when the hybrid search check box is not available on the search configuration record.