Configuring AI Search and Ticket Deflection

The first tab on the AI Tools Settings page contains two settings panels: Ticket Deflection Settings and Semantic Search Settings. Together they control how the AI helps users find answers and resolve issues without opening a support case.

Opening the Tab

1. Navigate to Setup > Manage > Community Settings > AI Tools Settings.
2. Confirm AI is Active appears in the AI Status panel.
3. Select the AI Search & Ticket Deflection tab.

Ticket Deflection Settings

This panel only appears if your portal has Case Deflection configured.

1. Toggle Enable AI Ticket Deflection. When enabled, the AI suggests solutions to users on the case-creation page before they submit a support ticket.
2. To choose which Articles and Wikis the deflection feature uses as its source content, click Show Case Deflection Articles & Wikis. This opens the Case Deflection settings page in a new tab where you can manage the source list.

Semantic Search Settings

Semantic Search lets users find content based on the meaning of their question rather than exact keyword matches. Articles and Wikis already configured for Case Deflection are always included; you can add more.

1. Toggle Semantic Search Enabled.
2. In the Articles picklist, select additional Article Types you want the AI to search. Article Types already used by Case Deflection are present by default and cannot be removed from this picklist.
3. In the Wikis picklist, select additional Wikis. Wikis already used by Case Deflection are present by default and cannot be removed from this picklist.
4. Click Save at the bottom of the page.

Use Cases

• Reducing case volume on a high-traffic Knowledge area. Add Article Types like "Billing FAQ" and "Login Issues" to Case Deflection so users see immediate solutions before submitting a case.
• Improving findability across versioned Wiki content. Add a Wiki of release notes to Semantic Search so users searching for "new features for Q3" surface the most recent release notes even when version names change.
• Multilingual or cross-region partner portals. Semantic Search delivers more relevant results when users phrase queries in different ways or in different languages than your Knowledge content.

Troubleshooting

• Symptom: The Ticket Deflection Settings panel is not visible.
  Cause: Case Deflection is not configured on the portal.
  Resolution: Configure Case Deflection from Setup > Sys > Portal Settings > Case Deflection, then return to the AI Tools page.
• Symptom: A newly published Article does not appear in semantic search results.
  Cause: Indexing runs as a background job and may take time on large content sets; or AI Indexing Storage is full.
  Resolution: Wait 15-30 minutes; if still missing, check the AI Status panel for a storage-full warning and free space by removing unused sources.
• Symptom: Users see search results that include content they should not have access to.
  Cause: The Article or Wiki sharing settings allow access that the user's role grants, even if you didn't expect it.
  Resolution: Review the sharing rules on the affected Article Type or Wiki, not the AI configuration. AI respects but does not override the underlying sharing model.
• Symptom: Case deflection suggestions are irrelevant or repetitive.
  Cause: The Articles and Wikis selected for Case Deflection don't cover the topic, or are too broad.
  Resolution: Click Show Case Deflection Articles & Wikis and refine the selection to focused, current content.
• Symptom: An Article that used to be deflected is no longer suggested.
  Cause: The Article was unpublished or the Article Type was removed from the deflection or semantic search source list.
  Resolution: Re-publish the Article and confirm its Article Type is still listed; save to re-trigger indexing.

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