Find the Right Article for a Case with Higher Character Limits

We increased the character limit from 100 characters to 250 so that your users can more precisely describe the article that they're looking for. You can also choose which case fields to consider when suggesting articles. This change applies to both Lightning Experience and Salesforce Classic.

By default, the Subject field is considered when suggesting articles. You can now also choose up to five available short text fields. Short text fields return more relevant results. The Description field is always considered when suggesting articles for cases and does not count toward the character limit.

Note

Note

This update also applies to suggested articles for work orders and work order line items.