---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Using Auto-Responder for case deflections

# Using Auto-Responder for case deflections {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Deflect cases by automatically sending relevant content through the Auto-Responder feature after a customer contact or consumer creates a case.{#auto-responder-case__auto-responder}

Whenever a case is created, the Auto-Responder
feature sends an email notification containing a list of relevant knowledge articles. The
email notifications are sent to the case submitter and watchlist users associated with the
case.

By default, the feature sends the email notification for customer service cases logged using
emails by users with the snc_external role. Your administrator can also configure the feature
for customer service cases logged using other communication channels such as web, phone, chat,
social, community, alert, and virtual agent.

The knowledge articles in an Auto-Responder
email notification are included based on contextual search results of the short description of
the case. By default, the articles that a case submitter viewed in the last 30 days aren't
included. Your administrator can configure the duration of last viewed content by using a
scripted extension point. For more information, see [Include advanced contextual search results in Auto-Responder notifications](https://servicenow-prod.fluidtopics.net/dPeU_9yFLP97HgeEoYYSAQ "Use scripted extension points to include the advanced contextual search results in email notifications for content suggested by the Auto-Responder feature.").

As a case submitter or watchlist user, you can determine whether you receive any Auto-Responder
notifications by setting notification preferences. For more information, see [Set Auto-Responder notification preferences](https://servicenow-prod.fluidtopics.net/hRzHbrN3p_VR_~jrryo0zw "Set notification preferences for receiving Auto-Responder recommendations on customer service cases you submitted or for which you are on the watchlist.").

## Activation information {#auto-responder-case__section_e4w_kxf_plb}

Activate the Predictive Intelligence for Customer Service Management plugin
(com.snc.csm_ml) and enable the Enable auto-responder recommendations
property (sn_customerservice.case.autoresponder.enable). For more
information, see [Configure Auto-Responder notifications](https://servicenow-prod.fluidtopics.net/~fH__3g~Q9k6YnoQ9hYL1w "Configure the Auto-Responder feature for sharing relevant content in email notifications for deflecting cases.").