---
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


---

# Enable text search recommendations in Auto-Responder notifications

# Enable text search recommendations in 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 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.

## Before you begin

* 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.").
* Set the application scope to Email Notification Script for Contextual Search Results using the application picker. For more information, see [Application
  picker](https://www.servicenow.com/docs/access?context=c_ApplicationPicker&version=xanadu&pubname=xanadu-application-development&ft:locale=en-US).

{#enable-text-based-auto-responder__ul_upg_fqv_slb}

Role required: admin

## About this task

By default, the Auto-Responder feature is configured to send contextual search results based on Predictive Intelligence. Knowledge articles that have significant text similarity with the short description of a case are sent as Auto-Responder recommendations.

You can configure the Auto-Responder feature to send knowledge article recommendations that match a text search of the
case short description when the recommendations sent through the Predictive Intelligence feature aren't sufficient or the feature is
disabled.

## Procedure

1. In the navigation filter, enter <kbd class="ph userinput">sys_properties.list</kbd>.
2. Search for the sn_adv_emailscript.textsearch.enable property.
3. In the Value field, enter <kbd class="ph userinput">true</kbd>.
4. Click Update.