---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configuring the search context

# Configuring the search context for Auto-Responder {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

You can configure the predefined search context for customer service cases to include
relevant search resources in Auto-Responder email
notifications.

The Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml)
includes the predefined Case Email Autoresponder KB search search
context for customer service cases configured for use in the Auto-Responder
feature. This search context uses the predefined Search Knowledge Articles searcher that
provides knowledge articles as search results.

By default, the Case Email Autoresponder KB search search context
includes contextual search results based on Predictive Intelligence. You can
edit this search context to include any additional resources. For more information, see
[Define a search
context](https://www.servicenow.com/docs/access?context=t_DefineSearchContext&version=australia&pubname=australia-platform-administration&ft:locale=en-US).  
Nota:  
To provide other relevant recommendations to resolve a customer service case when Predictive Intelligence results are insufficient or unavailable, you can also enable the text search recommendations in the Auto-Responder email notification. For more information, see [Enable text search recommendations in Auto-Responder notifications](https://servicenow-prod.fluidtopics.net/lzgCKGG4Nq4qGOv0SYsXIA "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.").