Configuring the search context for Auto-Responder

You can configure the predefined search context for customer service cases to include relevant search resources in Auto-Responder email notifications.

The Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml) includes the predefined Case Email Autoresponder KB search search context for customer service cases configured for use in the Auto-Responder feature. This search context uses the predefined Search Knowledge Articles searcher that provides knowledge articles as search results.

By default, the Case Email Autoresponder KB search search context includes contextual search results based on Predictive Intelligence. You can edit this search context to include any additional resources. For more information, see Define a search context.

Remarque :

To provide other relevant recommendations to resolve a customer service case when Predictive Intelligence results are insufficient or unavailable, you can also enable the text search recommendations in the Auto-Responder email notification. For more information, see Enable text search recommendations in Auto-Responder notifications.