Enable text search recommendations in Auto-Responder notifications
Configure the Auto-Responder feature to send recommendations that match a text search of a case short description to resolve a customer service case when Predictive Intelligence results are insufficient or unavailable.
Vorbereitungen
- Activate the Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml). For more information, see Activate a plugin and Predictive Intelligence for CSM solution definitions.
- Set the application scope to Email Notification Script for Contextual Search Results using the application picker. For more information, see Application picker.
Role required: admin
Warum und wann dieser Vorgang ausgeführt wird
You can configure the Auto-Responder feature to send knowledge article recommendations that match a text search of the case short description when the recommendations sent through the Predictive Intelligence feature aren't sufficient or the feature is disabled.
Prozedur
- In the navigation filter, enter sys_properties.list.
- Search for the sn_adv_emailscript.textsearch.enable property.
- In the Value field, enter true.
- Click Update.