Improve Article Suggestions on Cases
|Knowledge Article Number||000240671|
You can choose five case fields used to suggest articles when closing cases.
Search on the Knowledge tab suggests articles based on their content similarity and their links between similar cases. If no articles are linked to similar cases, suggested articles have similar titles as the case or have keywords in common with admin-selected case fields. Suggested articles are available in the Salesforce Console for Service and your portals when viewing existing cases and creating ones.
|Resolution||Go to Setup -> Knowledge -> Knowledge Settings -> Knowledge One -> Case Fields Used to Find Suggested Articles