Suggested Article
In Salesforce Service Cloud, a Knowledge article that is automatically recommended to an agent based on the case's subject, description, or other field values, surfaced through Einstein Article Recommendations or suggested articles settings.
Definition
In Salesforce Service Cloud, a Knowledge article that is automatically recommended to an agent based on the case's subject, description, or other field values, surfaced through Einstein Article Recommendations or suggested articles settings.
In plain English
“A Suggested Article in Service Cloud is a Knowledge article that's automatically recommended to an agent based on the case's subject, description, or other fields. Einstein or keyword matching surfaces relevant articles so agents can resolve cases faster without searching manually.”
Worked example
Twilight Diagnostics' Service Cloud automatically surfaces Suggested Articles in a panel beside every open Case. When an agent opens a Case with subject "Reagent test result inconclusive - error code RX-204," Einstein scans the Case fields and the Knowledge base, then surfaces three relevant articles: "Common error codes and their meanings," "Reagent storage and validity windows," and a recent advisory on a specific batch with quality issues. The agent reads the right article in 10 seconds without manually searching, attaches it to the Case (which both resolves the issue and increments the article's deflected counter), and closes the Case. Average handle time for cases with Suggested Articles is 45% shorter than for those without.
Why Suggested Article matters
In Salesforce Service Cloud, a Suggested Article is a Knowledge article that is automatically recommended to an agent based on the case's subject, description, or other field values, surfaced through Einstein Article Recommendations or keyword-based matching. Suggested articles reduce the time agents spend searching for relevant knowledge by proactively surfacing likely matches.
Article suggestions are one of the most impactful Knowledge features for agent productivity because they bridge the gap between case content and relevant knowledge. Without suggestions, agents search manually; with them, relevant articles appear automatically. Mature Knowledge programs optimize article suggestions through Einstein training on historical case-article associations.
How organizations use Suggested Article
Uses Einstein Article Recommendations for AI-powered article suggestions on cases.
Measures how often suggested articles are used to resolve cases.
Trains Einstein on historical case-article associations for better suggestions.
Trust & references
Straight from the source - Salesforce's reference material on Suggested Article.
- Set Up Suggested ArticlesSalesforce Help
Test your knowledge
Q1. What is a Suggested Article?
Q2. What drives the suggestions?
Q3. Why are they valuable?
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