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Knowledge One widget search fails to return expected results

Date de publication: Aug 20, 2023
Description


Like the Knowledge Side bar component, the Knowledge One widget can automatically search knowledge articles based on the case subject entered when a case is 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 other criteria in addition to the case subject. See 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:
 

Résolution


Existing case subject is not populated into the Knowledge One widget's search field and the widget's search is not updated in real time when you create or edit 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 edit 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 the search term:

 

1. Navigate to the page layouts for the Cases object:


In Lightning Experience:
 

  • Navigate to Setup and click on Object Manager
  • Locate and click into the Case object
  • Click Case Page Layouts
 
In Salesforce Classic:
 
  • Navigate to Setup and type Cases into the Quick Find box
  • Click Page Layouts
 
2. Locate your desired page layout(s) for feed users

3. Select the Action drop down menu and "Edit detail view."

4. In the corresponding page layout's palette click the Custom Console Components link.

5. Set the Knowledge One widget as the Right Sidebar (Knowledge Sidebar) custom console component

6. Repeat this for all of your case page layouts.

 

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 indicates that 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.
 

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.
Numéro d’article de la base de connaissances

000383635

 
Chargement
Salesforce Help | Article