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Set up article suggestions in portal request forms

When a customer is raising a request in the portal, you can suggest articles that may be helpful. This makes it easier for your customers to find the answers they need without having to search.

To make sure that these suggestions are relevant for your customers, you can also use labels to limit which articles are shown.

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 portal 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 portal request form.

Once set up, the suggested articles will show up when your customer is typing in the Summary field while raising a request.

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