Keyword Suggested Articles arrive automatically with Lightning Knowledge, but you still control which case fields drive the matching, and you turn the feature on for cases in Support Settings. These steps cover the keyword version that any Knowledge org can enable. Einstein Article Recommendations is a separate, model-based setup layered on top.
- Enable Lightning Knowledge
From Setup, open Knowledge Settings and enable Lightning Knowledge if it is not already on. This switch makes the keyword-based Suggested Articles feature available and exposes the Knowledge component for case pages.
- Turn on suggested articles for cases
From Setup, enter Support Settings in the Quick Find box, select Support Settings, click Edit, then select Enable suggested articles. This tells Salesforce to surface matching articles on cases as agents work them.
- Choose the case fields to match on
In Knowledge settings, select which case fields the search engine should read when finding articles. Pick data-rich text fields such as Subject and Description, since fields that are usually blank or hold one word produce poor matches.
- Add the Knowledge component to the case page
Using the Lightning App Builder, place the Knowledge component on your case record page in the Service Console so agents see suggestions in their workspace. Confirm agents have the Knowledge User permission and read access to articles.
The Support Settings checkbox that activates keyword article suggestions on cases.
The set of case fields the search engine scans for keywords; Subject and Description are the strongest choices.
An optional model-based upgrade that learns from past case-article attaches instead of plain keywords.
By default all Lightning Knowledge users see recommendations; you can restrict visibility to specific users during Einstein setup.
- Keyword suggestions cannot learn. If matches are weak, the fix is better case fields and better article text, not more configuration.
- Einstein needs history. A new org with little case-article attach data gets thin recommendations until volume builds, drawing on roughly the prior two years.
- Confirm each supported language is also active in Knowledge settings, or the model has no published articles to return in that language.
- Sloppy attaches train a bad model. Agents who attach the wrong article to close a case fast teach Einstein an association that resurfaces on future cases.