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Set up article suggestions in request forms

You can set up a request form to show article suggestions that may be helpful for customers as they fill it in This makes it easier for your customers to find the answers they need without having to search for it.

To make sure that these suggestions are relevant for your customer, you can use labels to limit which articles are shown in each request form.

To set up article suggestions for certain request forms:

  1. From your service project, go to Project settings > Knowledge base.

  2. Under Control article suggestions, turn on the toggle for Allow suggestions? next to the request form you want to suggest articles for.

  3. Optionally, you can add labels under Only show articles labeled to make these suggestions smarter. To make it easy for agents who write articles to remember which label to use, we recommend using a label similar to the request form.

Once set up, the suggested articles will show up when your customer is typing in the Summary field of the request form.

Screenshot of settings page that shows section for managing article suggestions

This functionality is available in team-managed projects by default, you don’t need the above steps to set up the article suggestions. Your customers will see article suggestions as they type in the Summary field in a request form.

This page is for company-managed projects

If the lower-left of your service project sidebar says you're in a team-managed project, check out these team-managed project articles instead.

Learn more about the difference between company-managed and team-managed projects.


Last modified on Jun 2, 2021
Cached at 8:56 PM on Jul 24, 2021 |

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