Deflect incidents in Service Portal with the AI Search Assist widget

  • リリースバージョン: Australia
  • 更新日 2026年03月12日
  • 所要時間：2分

    • Improve incident deflection for Service Portal users by displaying the most relevant search results within a record producer.

    AI Search Assist can help an agent or user find the most relevant items in a search on your portal. For example:
    • An agent, working on an Incident record, can use AI Search Assist to find and attach knowledge articles, order a catalog item on behalf of the caller, or search for an article and link it to a related incident or problem.
    • A user, creating an Incident via the Service Portal, can see related Catalog Items that the user can order. The user can also view related knowledge articles to help them resolve the issue on their own without involving the service desk operators.
    AI Search Assist helps with incident deflection for the following areas:
    • Incident record producers: Deflect incidents by helping end users resolve issues before they raise an incident.
    • Incident forms: Help service desk staff resolve incidents quickly by providing relevant knowledge.
    • Incident email notifications: Help end users resolve their incidents themselves without requiring manual intervention from service desk staff.

    To learn more about configuring and using the AI Search Assist widget in Service Portal, see AI Search Assist record producer integration for Service Portal.