Hi folks,

I've searched online for this already but haven't found any leads...

Does anyone know how the "Knowledge Component in the Lightning Service Console" gets its initial results to display on the service console layout when a Case is opened for viewing?

What criteria/filters from the case is it using to execute its default search results?

We are seeing that the 'Suggested Articles' result is different than if we directly do a do a Knowledge search with the Case subject contents.

I assume its using some other set of fields on the case but don't find this documented anywhere. 

Looking at this to address complaints that the Knowledge Component is not displaying relevant results - causing users to have to do a manual search with the case subject.

Thanks in advance.