Customize Case Insights Ask AI button system properties

  • Release version: Australia
  • Updated May 21, 2026
  • 2 minutes to read

    • Update the Case Insights Ask AI button system properties to control the drop-down and quick questions displayed on the CSM Case Insights section in your instance.

    Before you begin

    Role required: admin

    • Now Assist for Customer Service Management (CSM) must be installed in your instance.
    • Case summarization, Customer summarization or Special handling notes summarization skills must be activated.

    About this task

    System properties control the behavior of the Ask AI feature on the CSM Case Insights section. Two Ask AI properties are available:

    • sn_csm_gen_ai.ask_ai_dropdown_questions — controls the drop-down questions displayed for the Ask AI feature on the CSM Case Insights section.
    • sn_csm_gen_ai.ask_ai_quick_questions — controls the quick questions displayed for the Ask AI feature on the CSM Case Insights section.

    Procedure

    1. Navigate to All > System Properties > All Properties.
    2. In the Name search field at the top of the list, type ask_ai.
      The list filters to show the following two properties:
      • sn_csm_gen_ai.ask_ai_dropdown_questions
      • sn_csm_gen_ai.ask_ai_quick_questions
    3. Select the name of the property you want to configure.
      The System Property record opens and displays the following fields:
      • Suffix — the unique suffix of the property name.
      • Name — the full system property name (read-only).
      • Description — a description of what the property controls.
      • Choices — available list options, if applicable.
      • Type — the data type of the property (for example, choice list).
      • Value — the current value of the property.
      • Ignore cache — when selected, changes take effect without a cache flush.
      • Private — when selected, the property value is hidden from display.
      • Read roles — roles permitted to read this property.
      • Write roles — roles permitted to update this property.
      Tip:
      For the sn_csm_gen_ai.ask_ai_dropdown_questions property, the default Type is choice list and the default Value includes: Identify potential root cause, Recommend resolution steps, Show similar resolved issues, Show similar open issues.
    4. In the Value field, enter or modify the value as required for your instance.
      For choice list properties, enter each option as a comma-separated list.
    5. Optional: In the Description field, edit the text to reflect any instance-specific notes or changes to the property.
    6. Select Update to save the changes to the property record.

    Result

    The Ask AI system property is updated. The new value takes effect for the Ask AI feature on the CSM Case Insights section. If Ignore cache is selected, changes are applied immediately without requiring a cache flush.

    What to do next

    • To configure the second Ask AI property, select its name from the list and repeat this procedure.
    • Test the Ask AI feature in the CSM Configurable Workspace to verify that the updated questions appear as expected.