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Knowledge One widget search is not populated with case subject

Knowledge Article Number 000205497
Description

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.

If you have the Knowledge setting "Suggest related articles on cases" enabled the search attempts to dynamically return relevant articles based on criteria in addition to the case subject.  See Improve Article Suggestions on Cases and Enable Salesforce Knowledge for more details.

You may see varying behavior with how the Knowledge One widget's search term is populated based on the case subject.  Since you can use a combination of different configurations that influence the way the case interacts with the Knowledge One widget you may see the following behaviors.

Resolution

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.


Suggest articles for cases considering case content

- 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.


In order to set the widget appropriately and allow the subject edits to update its search term, navigate to Setup, Customize > Cases > Page Layouts and locate your desired page layout(s) for feed users.  Select the Action drop down menu and "Edit detail view." In the corresponding page layout's palette click the Custom Console Components link.

Custom Console Components Link

Set the Knowledge One widget as the Right Sidebar (Knowledge Sidebar) custom console component and repeat this for all of your case page layouts.

Case page layout for case feed users edit detail view custom console components


The existing case subject is not populated into the Knowledge One widget's search however, when the case subject is being created or edited it's populated into the search dynamically. 

- 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.

- A subject being entered in a new case or edited on an existing case is automatically entered into the widgets search if the widget has been set as the page layout's Right Sidebar (Knowledge Sidebar) custom console component.

 

Note
NoteThis is the most ideal configuration as it allows users to leverage the "Suggest related articles on cases" feature which has seen additional enhancements with Summer '16 while still allowing the real time search term input of case subject edits into the Knowledge One widget's search.



Existing case subject is populated into the Widget's search field but the search is not updated in real time upon creating or editing the case subject.

- 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.





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