Set up Now Assist in the portal case form

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 2 Minuten Lesedauer

    • Configure the Now Assist in portal case form to minimize case creation when a resolution already exists in the current knowledge base or external sources.

    Vorbereitungen

    Role required: admin

    Warum und wann dieser Vorgang ausgeführt wird

    This configuration involves setting up the record producer, configuring related lists and variables, testing the configuration, and relating the catalog to the portal.

    Prozedur

    1. Navigate to All > Service Catalog > Catalog Definitions > Record Producers.
    2. Search and open the record producer Create case for a product (Now Assist).
      The base system configuration details display.
    3. Select Copy to duplicate the record producer.
      This creates a new version you can customize for your use case.
    4. Enter a Name.
      This is the title the customers see in the portal.
    5. Set the Table name to a specific case type.
    6. Modify the Short description and Description to match your use case.
    7. Scroll to review the variables list and update as required.
      For example, update the client scripts, change variables, add user criteria UI policies, and virtual agent topics and catalogs. You will find variables called AI Search Assist and AI Genius Results options in your configuration. Do not delete Start, AI Search Assist, AI Genius Results Options, and Continue with Record Creation to maintain the experience. These variables leverage the AI Search genius result widget found under AI Search Assist record producer configurations.
    8. Select Save after completing all changes in the record producer configuration.
    9. Select Try It to preview the record producer.
    10. Navigate to All > AI Search > AI Search Assist > Record Producer Configuration to edit the record producer configuration that we previously duplicated.
    11. Select New.
    12. On the Record Producer Configuration form, fill in the following fields.
      FieldValue
      Search application information  
      Search Application Select the configuration for a portal that includes Now Assist Q&A Genius Results. As an example, you might select the Service Portal Default Search Application configuration.
      Record producer information  
      Record producer Select a record producer. As an example, you might select the Create case for a product record producer.
      Search variable Select the name of the field that you want to search and generate Genius Results from. As an example, you might select the Description field as your search variable.
    13. Select Submit.
    14. Navigate to Service Portal > Portal to connect the record producer to a catalog and Portal.
    15. Search for the portal configuration and select it.
    16. Scroll down to note the Catalog and Taxonomy topics.
    17. Select the Taxonomy value.
    18. Select a topic under Child Topics.
    19. Select the Enable AI Search check box.
    20. Select a pre-configured Search Application – CSM Portal Default Search Application.
    21. Select Update.
    22. Return to the record producer.
    23. Edit the Catalog field to include the catalog we noted from the Portal settings.
    24. Select Assigned Topics and add the relevant topic to ensure the record producer appears in the correct location of the portal.
    25. Select Save.
    26. Navigate to the Portal and under Catalogs verify that the record producer appears under the specified topic.
      Hinweis:
      Ensure the catalog you related to the record producer is also related to the portal and fully published.
    27. Navigate to the Service Portals.
    28. Open the catalog and go to the record producer you created.

    Ergebnisse

    The Now Assist Case in form portal is now configured and available for use.