---
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


---

# Configure Auto-Responder notifications

# Configure Auto-Responder notifications {#ariaid-title1}

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

Configure the Auto-Responder
feature for sharing relevant content in email notifications for deflecting
cases.

## Before you begin

Role required: admin

Activate the Predictive Intelligence for Customer Service Management plugin
(com.snc.csm_ml). For more information, see [Activate a
plugin](https://www.servicenow.com/docs/access?context=t_ActivateAPlugin&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US) and [Predictive Intelligence for CSM solution definitions](https://servicenow-prod.fluidtopics.net/ZC2sCPlZ3iUm4Nrq2AgsXw "Use your instance records to build Customer Service Management specific solutions.").

## About this task

When you install and activate the Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml), the following related plugins are also activated:

* Customer Service plugin (com.sn_customerservice)
* Predictive Intelligence for Contextual Search plugin (com.snc.contextual_search_ml)
* Email Notification Script for Contextual Search Results plugin (com.snc.adv_cxs_results_email_script)
{#config-auto-responder__ul_nj4_whm_slb}

You can also configure the Auto-Responder feature for tasks other than customer service cases. For more information, see
[Configure Auto-Responder for tasks other than cases](https://servicenow-prod.fluidtopics.net/SUdtLErJmJmUQ_5iR9Tp8w "Configure the Auto-Responder feature to send helpful resources for tasks other than customer service cases.").

## Procedure

1. Follow the steps in this link: [Enable Auto-Responder](https://servicenow-prod.fluidtopics.net/vg_YHBp80EvRUc~8uwg5ZA "Enable the Auto-Responder feature to include content suggested for deflecting cases in email notifications.").
2. Follow the steps in this link: [Train the similarity solution for finding Auto-Responder notification content](https://servicenow-prod.fluidtopics.net/DLgj0R76V_BTrpwMaK7FLw "Update and train a similarity solution definition to enable the Auto-Responder feature to suggest content by comparing the short description of a customer service case with those of existing knowledge articles.").
3. **Optional:** Follow the steps in this link: [Configure the search context for Auto-Responder](https://servicenow-prod.fluidtopics.net/HTMQou8WpUqgpG1L8ncAaA "You can configure the predefined search context for customer service cases to include relevant search resources in Auto-Responder email notifications.").
4. **Optional:** Follow the steps in this link: [Limit the number of articles in Auto-Responder notifications for cases](https://servicenow-prod.fluidtopics.net/RYyA6Z39HVbvglRXxMECQA "Send the most relevant knowledge articles in Auto-Responder notifications for customer service cases by limiting the number of knowledge articles that are included.").
5. **Optional:** Follow the steps in this link: [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.").  
   Note:  
   By default, any knowledge articles viewed in the last 30 days by the user are not included in the email notification. You can use the getViewedContent extension point to modify the filter out by the duration of the last viewed content.
6. **Optional:** Follow the steps in this link: [Enable text search recommendations in Auto-Responder notifications](https://servicenow-prod.fluidtopics.net/I3zxIs7sqT3gOInbd4Ot_g "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.").
7. **Optional:** Follow the steps in this link: [Include cases logged using specified communication channels in Auto-Responder notifications](https://servicenow-prod.fluidtopics.net/YGcydzuj85uZYG8qKulhtA "Send Auto-Responder email notifications for customer service cases logged using a communication channel.").
8. **Optional:** Follow the steps in this link: [Include knowledge articles from custom portals in Auto-Responder notifications](https://servicenow-prod.fluidtopics.net/qyq5lQrLN3Vn8vVUTGbPWA "Configure the Auto-Responder feature to suggest knowledge articles from a custom portal.").  
   Note:  
   When you configure the Auto-Responder feature to use a custom portal, the default configuration for the customer service portal and consumer service portal are not used. Ensure that you use this configuration when you have your own custom portal and don't want to use the customer service portal or consumer service portal.
**Related concepts**   

* [Using Auto-Responder for case deflections](https://servicenow-prod.fluidtopics.net/TbIQyXHiu0qlGjEjeNq4EA "Deflect cases by automatically sending relevant content through the Auto-Responder feature after a customer contact or consumer creates a case.​")