Configure AI Search Assist Actions for authenticated external users

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

    • Enable the AI Search Assist Actions to search knowledge articles in the Customer and Consumer Service Portals. It applies for authenticated external users with the snc_external role.

    Before you begin

    Activate Customer Service Management

    You must configure AI Search for the Customer and Consumer Service Portals. For more information, see Enable and configure AI Search in Service Portal.

    You must enable the Typeahead Search and AI Search Assist for the authenticated external users to use the AI search feature. For more information on the widgets, see Typeahead Search widget and AI Search Assist widget.

    Role required: admin

    Procedure

    1. Navigate to All > System Web Services > Scripted Web Services > Scripted REST APIs.
    2. On the Scripted REST APIs page, search and select AI Search Assist Action (Internal API).
    3. On the AI Search Assist Actions (Internal API) page, in the Resources related list, select Order [sc_cat_item].
    4. On the Order [sc_cat_item] page, in the Security tab, do the following:
      1. Select the Requires authentication to turn on the authentication.
      2. Clear the Requires SNC Internal checkbox to turn off the feature.
      3. Select Update.
    5. On the AI Search Assist Actions (Internal API) page, in the Resources related list, select Resolves my issue.
    6. On the Resolves my issue page, do the following:
      1. Select the Requires authentication to turn on the authentication to access resource.
      2. Clear the Requires SNC Internal check box.
      3. Select Update.
    7. Select Update.