About Magentrix AI Tools

Magentrix AI Tools turn the content already in your portal - published Articles, Wikis, and selected Document Library files - into intelligent assistance for your users. Every AI response respects your existing security roles and sharing rules, so users only see answers and citations drawn from content they are already authorized to access.

This page gives administrators an overview of each AI capability, when to use it, how the features fit together, and the most common pitfalls. Detailed configuration steps are linked from each section.

Where Configuration Lives

All AI settings are configured from a single page: Setup > Manage > Community Settings > AI Tools Settings. The page contains a master Enable AI toggle and three tabs: AI Search & Ticket Deflection, Wizard Assistant, and MCP Settings. See AI Tools Checklist for the full setup walkthrough.

The Four Capabilities at a Glance

Use Cases by Feature

Semantic Search

• Partners with varied vocabulary find content faster. A partner who searches for "register a new opportunity" finds the Article titled "Submitting a Deal Registration" even though the wording is different. Apply this when your portal serves users from multiple regions, languages, or roles where exact terminology varies.
• Surfacing related Wiki content alongside Articles. When a user searches for a procedure, results can include the underlying policy Wiki and the how-to Article in one ranked list. Apply this when knowledge is split between policy (Wikis) and procedure (Articles).
• Reducing "no results" outcomes. Semantic Search returns relevant content even when the query has no exact keyword match. Apply this on portals where end users rarely use your internal naming conventions.

AI Ticket Deflection

• Reducing recurring Tier-1 cases. When a partner starts a case with "I can't log in," the deflection panel surfaces the SSO troubleshooting Article and the password reset Wiki page. Apply this when 20-40% of your incoming cases are answerable from existing Knowledge content.
• Onboarding self-service. New partners often raise low-complexity cases that have well-documented answers (how to add a contact, how to set up a marketing campaign). Apply this to give new users an immediate self-help path before they ever reach Support.
• Driving Knowledge content quality. The cases users still submit after seeing deflection suggestions reveal where Knowledge is missing or unclear. Apply this as a feedback loop with your KB team.

Wizard Assistant

• Conversational answers across many sources. A partner asks "What's the difference between Gold and Platinum tier MDF eligibility?" and the Wizard pulls relevant fragments from a partner program Wiki, an MDF policy Article, and a partner program PDF in the Document Library. Apply this when the answer to a question lives across multiple documents.
• Asking questions of rich content that isn't published as an Article. Sales-enablement decks (.pptx), playbooks (.pdf), and recorded webinar transcripts (.mp4) can be added as Document Library knowledge sources. Apply this when valuable content lives in files rather than published articles.
• Predefined questions for guided onboarding. Add up to four predefined questions (for example: "How do I register a deal?", "Where do I find the latest pricing?") so new users can launch the Wizard with a single click. Apply this on any portal where the same questions are asked repeatedly during onboarding.
• Branded assistance. Set the Wizard's name and image to align with your portal brand or to give it a persona (for example, "Avery" for an Accenture portal). Apply this when consistent branding matters across your partner experience.

MCP Settings

• Letting trusted users take action through natural language. A partner manager says "Update the close date on opportunity Acme Corp Q3 to next Friday," and the Wizard performs the update on the same record they would have access to in the UI. Apply this for power users when typing into a chat is faster than navigating to the record.
• Restricting actions to specific roles. Allow only Internal Sales Operations to perform Wizard-driven inserts and updates while keeping the Wizard read-only for partners. Apply this when you want to test the action capability with a small group before broader rollout.
• Granular action gating. Enable Insert and Update without Delete. Apply this when destructive actions through chat carry too much risk for your environment.

When to Use Which

• Start with Semantic Search if your knowledge base is mature and your users mainly need better findability. Lowest setup cost, immediate impact on search quality.
• Add AI Ticket Deflection if you have an active Case Deflection configuration and want to reduce recurring case volume.
• Enable the Wizard Assistant when users have questions whose answers span multiple documents, or when you want to put rich (PDF, PPT, video) content to work without publishing it as Articles.
• Add MCP Settings only after the Wizard Assistant is bedded in and you have a clear, narrow role-based use case for record actions through chat.

How the Features Fit Together

The four features share the same underlying setup:

• One license, one toggle. All four features are gated by a single AI Tools license and the master Enable AI toggle. You cannot enable any individual feature without first activating AI Tools.
• Shared knowledge sources. The Articles and Wikis you select for Semantic Search are the same sources the Wizard Assistant uses. Articles and Wikis already configured for Case Deflection are always included by default and cannot be removed from the Semantic Search or Wizard pickers.
• Shared indexing storage. All AI features draw from the same AI Indexing Storage budget (measured in tokens). When the limit is reached, indexing of new content pauses for every feature until storage is freed or additional storage is licensed.
• Shared permission model. Every AI response, on every feature, is filtered by the requesting user's security role and record-level sharing.

Knowledge Source Types

• Articles - Article Types you select. Only published Articles are indexed.
• Wikis - Wikis you select. Only published Wiki pages are indexed.
• Document Library files - Selected files in supported formats: PDF (.pdf), Word (.docx), Excel (.xlsx), PowerPoint (.pptx), MagDoc (.magdoc), HTML (.htm, .mhtml), Email (.eml), CSV (.csv), MP3 (.mp3), MP4 (.mp4), plus YouTube and Vimeo links. Vimeo videos must have captions enabled in Vimeo for the transcript to be indexed.
• Attachments on indexed Articles and Wikis are also embedded automatically.

AI Indexing Storage

AI training consumes indexing storage measured in tokens. Each portal has a licensed storage limit; usage is tracked automatically as new content is embedded. When the limit is reached, indexing pauses until either previously indexed content is removed (which frees its embedding tokens) or additional storage is added to your license.

Privacy and Data Use

By enabling Magentrix AI services you agree to the Magentrix AI Services: Data & Privacy Policy. If AI is later disabled and not re-enabled within 30 days, all indexed AI data is permanently deleted.

Troubleshooting Tips

The most frequent administrator-side issues across all AI features:

• You cannot toggle Enable AI on. Activation is blocked when you are signed in as a Magentrix host or accessing the portal through a delegated (Login As) session. Sign in directly as a portal administrator and try again.
• A newly published Article doesn't appear in AI results. Indexing runs as a background job; allow a few minutes to several hours depending on volume. If a long delay persists, check the AI Status panel for a storage-full indicator.
• Indexing has stopped. AI Indexing Storage is at its licensed limit. Free tokens by removing Article Types, Wikis, or Document Library files you no longer need indexed, or contact your account team to add more storage.
• Users in a role do not see the Wizard Assistant chat. The Wizard is only visible to roles you explicitly assign on the Wizard Assistant tab. Verify the role is checked in the Assign Roles drawer.
• The Ticket Deflection settings panel is missing. The panel only appears when Case Deflection is configured on the portal. Configure Case Deflection first.
• A Vimeo video was added but the Wizard cannot answer questions about its content. Vimeo transcripts are only indexed when captions are enabled in Vimeo. Add captions in Vimeo, then re-add the file in Magentrix.

For symptom-by-symptom resolutions across all AI features, see AI Tools Troubleshooting.

AI Tools Checklist >>