Display Similar Questions and Articles in the Customer Service Template Search

Note Similar Questions and Similar Articles are also available in internal Salesforce organizations with Chatter and in sites built with Salesforce Tabs + Visualforce. To learn more, see Display Similar Questions and Articles in Chatter.

When a user enters a question in the Search field, similar questions and Knowledge articles appear in a list below the field. The list contains two tabs: Articles and Questions.

Note To expose an All tab that shows combined results (recommended), enable Similar Articles.

By default, each tab contains up to six results. The All tab shows both matching articles and questions, with articles appearing first. It displays an equal number of questions and articles. If there isn’t enough of one type of result, more results of the other type are displayed to reach the maximum. To see results of a particular type, users can click the Articles and Questions tabs. If a search only returns one result type (for example, questions), users still see all the tabs.

Note For a user to see similar articles, Knowledge must be enabled in the site and the user must have access to it.

• 1: The Articles and Questions tabs let users view results of each type. Users can use the Up and Down arrow keys to navigate between results on any of the tabs. Clicking a question or article in the list navigates directly to it.
• 2: Text and chat bubble icons indicate whether a search result is an article or a question.
• 3: Questions in the list show the number of answers. If a question was answered, a green checkmark with the text Best Answer appears next to it in the list.
• 4: Search results are based on whether the question or article title contains the text entered by the user. When the user performs a full search by clicking Search, the search engine also scans question descriptions and article text for matching terms.

To customize the search settings, edit the Search Publisher component in Experience Builder.