I'm working on a solution that's expected to be entirely declarative. The objective is to deterministically surface one or more Knowledge articles as suggestions in the Knowledge component, based upon the combination of two specific fields (Customer Number and Case Reason). The suggestion needs to be visible upon Case load, with no user interaction, and needs to update when the Case is edited.
I need the solution to work in Classic Service Console, but I want to preserve Lightning Experience compatibility for a future migration.
My first stab at this is to utilize article suggestions.
I've done the following:
- Activated Lightning Knowledge.
- Added a formula field to Case to concatenate the two fields mentioned above
- In Knowledge Settings, activated "Suggest related articles on cases" and selected only the formula field mentioned above as a suggestion source.
What I observe is that the suggestions provided in Lightning are as desired: when the Case is edited, the top suggested result is always the Knowledge article whose title matches the formula field.
In Classic Service Console, however, Salesforce seems to key its suggestions on other criteria, such as the newness of the article and how many views it has received. I obtain a different (and larger) set of suggestions, and the top suggested result is often not the Knowledge article whose title matches the formula field.
(Note that here, I've actually changed the value of the Case Reason field relative to when the Lightning screenshot was taken - the top two results shown here in Classic are ordered incorrectly, and several irrelevant results are included).
Is there anything I can do to influence this search behavior, or am I barking up the wrong tree?
Alternately, is there a different way to apply Knowledge that might serve my objective better, rather than using search suggestions?