Configure AI Search for the Customer and Consumer Service Portals

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

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

    Before you begin

    You must install a CSM or CSP portal and AI Search integration for CSM and CSP Portals.

    Role required: admin, sp_admin

    About this task

    AI Search is inactive 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. Configure AI search
      1. Select Customer Support for csm portal or select Customer Service for CSP portal.
      2. Select the Enable AI Search check box.
      3. In the Search Application field, search and select CSM Portal Default Search Application for customer service portal or CSP Portal Default Search Application for consumer service portal.
        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 might have 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.
      4. In the Search Results Configuration field, search and select CSM Portal Search for customer service portal or CSP Portal Search for consumer service portal.
        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 might have 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.
      5. Select Update.
    3. Enable page route map
      1. Navigate to All > Service Portal > Page Route Maps.
      2. Search and Select CSM AI Search Home Page for customer service portal or CSP AI Search Home Page for consumer service portal.
      3. Select Active check box.
      4. Select Update.