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How to include custom fields in "Find Similar Service Requests" matching criteria

in Fusion Service 2 comments

Summary:

We have enabled the Similar Service Requests AI functionality.

Currently, similar service requests are identified based on the following standard fields:

  • Title
  • Problem Description
  • Product

We have a business requirement to include one or more custom fields in the similarity matching criteria so that the system considers these fields when suggesting similar service requests.

According to the documentation, the feature supports custom fields in addition to the standard fields used for similarity matching. However, we have been unable to find any documentation describing the setup or configuration steps required to enable custom fields.

Could anyone please advise:

  1. How can custom fields be enabled for the Similar Service Requests AI feature?
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