Configure the Troubleshooting steps identification AI agent to use the Search retrieval tool

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • Configure the Troubleshooting steps identification AI agent to use the Search retrieval tool to fetch relevant cases and knowledge articles, including their attachments, to help solve your issue.

    Antes de Iniciar

    Role required: admin

    Por Que e Quando Desempenhar Esta Tarefa

    The Search retrieval tool is configured to use the [CSM AIS] Configurable Workspace Search Config AI search profile. By default, this profile is linked to the Case and Knowledge search sources, which are defined in the [CSM AIS] Case and Knowledge Table indexed sources. For more information, see Indexed sources in AI Search.

    Procedimento

    1. Navigate to All > AI Search > Indexed Sources > New.
    2. On the form, fill in the Name, Source, and Retention Policy fields and select Submit.
      For a description of the field values, see Indexed Source form.
    3. In the Semantic Index Configuration related list, select New and fill in the details as needed.
      For a description of the field values, see Semantic Index Configuration form.
    4. In the Semantic Index Fields related list, select New and add the fields of the table that you want included in your search.
      For a description of the field values, see Semantic Index Field form.
    5. Navigate to All > AI Search Sources > New.
    6. On the form, fill in the Name, Indexed Source, and Conditions fields.
      For a description of the field values, see Search Source form.
    7. Navigate to All > AI Search > Search Profile > New.
    8. On the form, fill in the Name and Description.
    9. In the Search Sources related list, select Link Existing and then link the previously created search source(Step 6).
    10. Activate the search profile created in Step 7 and Step 8 by selecting Publish.
    11. Navigate to All > AI Agent Studio > Overview > Explore All.
    12. On the AI agents tab, navigate to Troubleshooting steps identification AI agent > Add tools and information > Search retrievals and select Get Similar cases and Relevant knowledge articles.
    13. In the Edit search retrieval window, add the previously created indexed source into Search sources and then specify what to search for in the Fields returned and Semantic index fields.
      For a description of the field values, see Add a search retrieval to an AI agent.
    14. Select Save.

    Resultado

    The Troubleshooting steps identification AI agent can now use the Search retrieval tool to fetch the relevant information from additional sources.