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Set up article suggestions in request forms

You can set up to show article suggestions that may be helpful for customers as they fill in a request form. 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 article 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.

Screenshot of settings page that shows section for managing article suggestions

Unfortunately this functionality is not yet available in next-gen projects.

Are you on the right help page?

If the image in the lower-left of your service project sidebar states you're in a next-gen project, check out these next-gen project articles instead.

Learn more about the difference between classic and next-gen projects.

Last modified on Nov 9, 2020
Cached at 3:30 PM on Jan 23, 2021 |

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