Knowledge One widget search is not populated with case subject
|Knowledge Article Number||000205497|
Like the Knowledge Side bar component, The Knowledge One widget can actively search Knowledge articles based on the case subject being entered when the case is being created or edited.
The Case's existing subject is not populated into the Knowledge One widget's search field and the widget's search is not updated in real time when creating or editing an existing case's subject.
- The existing case subject is not populated into the widget as a search term if the Knowledge setting "Suggest related articles on cases" is enabled. If the feature is disabled the case's subject is automatically entered into the Knowledge One widget's search field. To access the setting, from Setup go to Customize | Knowledge | Settings, under Knowledge One. See Setting Up Salesforce Knowledge.
- The widget's search term is not dynamically updated upon creation or editing of the case subject if the Knowledge One Component is not set as the Right Sidebar (Knowledge Sidebar) custom console component for your case page layouts.
- This would indicate the Knowledge Setting "Suggest related articles on cases" is enabled. When enabled the feature will return results based on the case's details and it would be expected that the widget's search would not be automatically populated with the case's existing subject. Instead, suggested relevant articles are returned in the widget and if a desired article is not returned automatically users can type in specific search terms.
- This may be due to the Knowledge One component being specified as a custom console component outside of the Right Sidebar (Knowledge Sidebar) selection in your case page layout(s) with the "Suggest related articles on cases" feature disabled.