Articles Suggested for Cases are More Relevant (Generally Available)

To reduce time-to-resolution for agents and customers, enable one-click access to suggested articles when they search and create cases. Suggestions appear in the Salesforce Console for Service and in portals and communities.

The search engine now looks for articles with similar content to the case subject and description based on the frequency and distribution of matching search terms. The search engine also looks for articles that were attached to other cases with the same keywords in the subject and description.

Articles suggested for a case in the Knowledge One widget

To enable, from Setup go to Customize | Knowledge | Settings, under Knowledge One check Suggest articles for cases considering case content.