Configure AI Search for the Customer and Consumer Service Portals

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • You must configure the Customer and Consumer Service Portals to use AI Search.

    Before you begin

    You must install CSM or CSP portal.

    Role required: admin, sp_admin

    About this task

    AI Search is disabled by default and you must enable it by updating the portal record.

    Procedure

    1. Navigate to All > Service Portal > Portals and open a portal record.
    2. Click Customer Support for csm portal or click Customer Service for csp portal.
    3. Select the Enable AI Search check box.
    4. In the Search Application field, search and click either CSM Portal Default Search Application or CSP Portal Default Search Application for CSM and CSP portals respectively.
      A search application configuration defines search experience settings, such as the search engine, search results limit, and suggestions limit. A search application configuration is selected by default, but you can select a different configuration if needed.
      Note:
      You may need to configure the form layout to add Search Application field on the form. For more information about adding fields to a form, see Configuring the form layout.
    5. In the Search Results Configuration field, search and click either CSM Portal Search or CSP Portal Search.
      A search result configuration defines how search results are displayed. A search result configuration is selected by default, but you can select a different configuration if needed.
      Note:
      You may need to configure the form layout to add Search Results Configuration field on the form. For more information about adding fields to a form, see Configuring the form layout.
    6. Click Update.
    7. Navigate to Page Route Maps and enable the CSM AI Search Home Page route map for CSM and CSP AI Search Home Page for CSP as they are disabled by default.