1. Implementing Knowledge Management with the Redwood User Experience
  2. Enable Email Draft Response Generation for Service Requests Using AI

Enable Email Draft Response Generation for Service Requests Using AI

Users can utilize AI to compose a response email to a service request based on relevant knowledge articles. This accelerates productivity by proposing a tailored SR response grounded in relevant knowledge content, reducing handling time and improving consistency.

Note: This only works with knowledge articles that are available to "Everyone".

To enable this option:

  1. In Setup and Maintenance, click the Tasks icon, and search and select Manage Knowledge Generative AI Profile Options.
  2. Click ORA_CSO_GEN_SR_FROM_ARTICLE.
  3. Set Profile Value to Small, Medium, or Large based on how long you want the response to be. Recommended value is Small. Consider using other values if the generation size is not satisfactory.
  4. Click Save and Close.

Generate a Draft Email Response for Service Requests

To generate a service request response:

  1. Navigate to Service > Service Center.
  2. Search and open the required SR.
  3. Search and select Search Knowledge.
  4. Type the keywords to search for relevant knowledge articles and press Enter.
  5. Open the relevant article and click the Share icon.

    The application displays a composed email containing the article summary and a link to the article only if the question and the article match sufficiently.