---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Include knowledge articles from custom portals

# Include knowledge articles from custom portals in Auto-Responder notifications {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure the Auto-Responder
feature to suggest knowledge articles from a custom portal.

## Before you begin

Role required: admin

Activate the Predictive Intelligence for Customer Service Management plugin
(com.snc.csm_ml). For more information, see [Activate a
plugin](https://www.servicenow.com/docs/access?context=t_ActivateAPlugin&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) and [Predictive Intelligence for CSM solution definitions](https://www.servicenow.com/docs/kcCD~6wu0anJrM22u4Zt0Q "Use your instance records to build Customer Service Management specific solutions.").

## About this task

By default, the Auto-Responder feature is configured to suggest knowledge articles from customer service portal
and consumer service portal. Use this procedure only when you have your own custom
portal and don't want to use the default customer service portal or consumer service
portal.

## Procedure

1. Navigate to AllCustomer ServiceAdministrationProperties.
2. In the text box for the Custom portal URL containing the knowledge article parameter property (sn_customerservice.case.autoresponder.customportal), enter your custom portal URL containing a knowledge article parameter such as sys_kb_id or kb_number.  
   Example format: https://\<instance-name\>.service-now.com/csm?id=kb_article_view\&sys_kb_id=\<sys_kb_id\>
3. Click Save.
{#config-auto-responder-custom-portal__steps_twf_k3s_rlb}

## What to do next

After you configure the
sn_customerservice.case.autoresponder.customportal
property, you must configure the Similar Knowledge Articles All similarity solution
definition to use the knowledge base of the custom portal. For more information, see
[Train the similarity solution for finding Auto-Responder notification content](https://www.servicenow.com/docs/j5ar08HzE4J1oe4QaTugPw "Update and train a similarity solution definition to enable the Auto-Responder feature to suggest content by comparing the short description of a customer service case with those of existing knowledge articles.").

*[\>]: and then