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Salesforce Knowledge Setting 'Suggest Related Articles on Cases' Not Returning Expected Results

Дата публикации: Jul 9, 2025
Описание

Salesforce knowledge articles may not be returned on cases after enabling "Suggest related articles on cases" and configuring the "Case Fields Used to Find Suggested Articles" as outlined in Knowledge Settings documentation.

The "Suggest related articles on cases" feature and "Case Fields Used to Find Suggested Articles" selection does not create a 1:1 mapping to return suggested articles. Instead, there is a two step algorithm that performs several searches in order to return related articles based on search terms from the data contained in the selected case fields.

If Filter Articles with Data Category Mapping is configured, these filters are applied after the initial article search results pool has been returned from the search algorithms. See Data Category Mapping Article Filter Considerations for more information.

When search terms generated by the algorithm are not contained in Searchable Fields: Knowledge Article, such as picklist fields on articles for example, expected articles may not be returned.
 

Решение

If the case fields selected are picklists or other non-searchable fields on knowledge, consider creating a text field to store the field's values such as picklists in a searchable text field that's populated on the article via automation. More details on this workaround are outlined in the Make additional fields searchable article.

 

The first part of the algorithm attempts to use the case subject and selected case fields to perform a search to identify similar cases. If articles are attached to similar cases via the CaseArticle, they are returned as suggested article results. If the results you're seeing appear to be irrelevant, add the cases related list to your knowledge article page layouts to review whether users are attaching relevant cases to the articles that are being returned.

If this service returns over 10 results, then the second algorithm is not invoked. However, if not enough relevant cases with attached article content are returned in search results, a second search using the same terms is performed directly against knowledge article data.


Note: The search algorithms use caching to improve performance. If you have made recent setup changes, such as adding searchable fields on Knowledge to help return more relevant results, users may not see immediate changes to suggested article results until the cache is expired after 1 hour.


Setting case fields to suggest related articles is not intended to be a fully comprehensive solution and should be considered as a tool in the overall configuration to Improve the Article Search Experience. Article suggestions are dependent on the overall quality and relevance of the user's knowledge article attachment rates on cases. As users continue to attach article content, the suggestion service's search results should be improved.

If suggested article results are found to not be relevant, Admins may choose to disable the "Suggest related articles on cases" feature in Knowledge Settings setup which results in the application using data category mappings. If data category mapping is not configured, the case subject is used to recommend articles.

It may also be worth evaluating the potential use of Einstein Article Recommendations for enhanced functionality and flexibility.
 

Номер статьи базы знаний

000391748

 
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Salesforce Help | Article