The knowledge base suggests articles to customers and agents using keywords from request summaries. So, for the knowledge base to work properly, make sure your request types have a visible Summary field. Learn how to set up request type fields.
When agents view a request, the knowledge base suggests related articles that they can reference or share with customers. If you don't see an article that you think you should see, try changing the article title to use more keywords from the Summary.
Agents can also search and browse articles using the knowledge base in the sidebar.
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