Einstein Article Recommendations Do Not Show Up

Einstein Article Recommendations (EAR) uses a machine learning model to suggest relevant Salesforce Knowledge Articles for open cases. The following steps help diagnose and resolve situations where EAR is not returning recommendations.

Cases Created Before Model Activation

Cases created or edited prior to activating your EAR model will not retroactively display results for Einstein Article Recommendations. If the impacted cases fall into this category, users may need to edit and change a case record field that is used in the prediction model. Newly created cases will automatically provide predictions after the model is activated. See Select Languages and Fields for Your Article Recommendation Model for details on which fields are used by your model.

Verify the Following if Recommendations Are Still Missing

1. Confirm your org has an active EAR model and the setup page shows the model is active and serving recommendations. See Build and Activate Your Article Recommendation Model  for more details.
2. Confirm the user viewing recommendations has read access to Salesforce Knowledge articles. See Lightning Knowledge User Access for more details.
3. Ensure that EAR setup is configured to Give Agents Access to Einstein Article Recommendations.

Known EAR Behaviors

• It may take up to 20 seconds for recommendations to appear after case creation.
• If recommendations are not returned after editing a case, users may need to wait a few minutes and try again.
• If the recommendation engine does not produce matches, nothing is recommended or returned. Ensure your organization has enough historical case and article data to create an effective model as outlined in the Prepare for Einstein Article Recommendations documentation.

If users are still not seeing recommended articles after completing the steps above, log a case with Salesforce Support. Provide example case records and articles that are expected to be returned, and ask Support to reference the internal information section of this article (000389331) for additional investigation details.