To better aid customers in self-resolving their cases, group managers can enable this feature so that users can receive an automatically generated list of Knowledge Base articles. Managers also have the ability to enforce certain articles to always appear in this list of these "recommended" articles.
To have ServiceNow automatically determine what might be the (up to) three most relevant Knowledge Base articles based on the email subject/case short description:
Using this method, ServiceNow will attempt to find public knowledge base articles in this order:
ServiceNow uses an internal algorithm to rank the found articles by relevancy. The top three articles are chosen for the user. If less than three articles are found, then only that many articles are provided. If no articles are found, this entire functionality is skipped for this case.
If you would rather force certain articles to appear in the list of recommended articles, follow these steps:
Using this method, ServiceNow will follow the same exact steps noted above for the "automatic" method, but will intentionally place the manually chosen articles first.
For example, in the screenshot above. Article 1 will always be KB0030588 v2.0. Since Article 2 and Article 3 was left blank, the automatic method will be run to try to fill in these two spaces. Likewise, if Article 1 and Article 2 was left blank but Article 3 was manually chosen, the automatic method will run to try to fill the first two spaces and the manually chosen article will be listed as number 3.
Configuring this feature will tell ServiceNow to include the following section in their "Case CS0001000 opened - SHORT_DESCRIPTION" email that is generated upon the opening of every case:
Clicking on an article short description brings them to that article in the Service Portal.
When a user clicks on "Close my case" in their email, they will be sent to the Service Portal and will immediately see the following:
If the case was already resolved or closed, the user will instead see:
In the agent view of ServiceNow, the case is updated in the following ways:
An easy way to see a list of groups you are allowed to configure to utilize this feature can be found by clicking this link
The reason why only "public" knowledge base articles are available in this feature is because we have to assume the user is not already logged into ServiceNow when they click on the article links in their email. A non-public article would display an error to the user, leading to a bad user-experience. Public knowledge base articles are any articles in Knowledge Bases that have no "can read" restrictions. Newly "public" Knowledge Bases must be manually added by ServiceNow admins so that they can be used in this feature.
There is also a Case Knowledge Query Testing Tool that allows you to
If you still have questions or need additional assistance, please use the 'Contact ServiceNow Team' form.