Use AI search in Recommended Actions to resolve cases

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • As an agent, use AI search in Recommended Actions to help address customer issues and resolve cases quickly.

    Before you begin

    Role required: sn_nb_action.next_best_action_user

    About this task

    Note:
    This task applies to the CSM Configurable Workspace.

    Procedure

    1. Navigate to All > Workspace Experience > Workspaces > CSM Configurable Workspace.
    2. Open the customer service record.
    3. Select the Recommended Actions icon (Recommended Actions icon.) in the contextual side panel.
    4. Select the AI search tab.
    5. In the Search bar field, enter your search query.
    6. Select the Search icon (Search icon) or press Enter.
      The AI search results or genius results or both are displayed as cards.
    7. Optional: In the Search filters field, select a search source to filter the results.
    8. Review the search result or genius result cards and select the applicable result by clicking the action button to address the customer issue.
      The result card moves from the Search tab to Action history.