Service Console Knowledge Articles

Question

We have recently implemented knowledge articles through the Service Cloud console. Although there are a number of articles that have been developed, the same articles present themselves as the most relevant by default for any new case. An agent can obviously search for relevant articles but ideally we want to present relevant articles as much as posible. Does anyone have any recommendations for how best to present knowledge articles that are relevant to a case?

Ed Ruzol · Answer

Hi Donny,

Here is a discussions from the Knowledge group and and an article which you might find helpful:

https://help.salesforce.com/articleView?id=knowledge_search_algorithm.htm&type=0

https://success.salesforce.com/0D53A000035HQBW

For more best practices and advice, may I also suggest joining the same group via the link below:

https://success.salesforce.com/_ui/core/chatter/groups/GroupProfilePage?g=0F9300000001oVV

Thanks!

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