Limit the number of articles in Auto-Responder notifications for cases
Send the most relevant knowledge articles in Auto-Responder notifications for customer service cases by limiting the number of knowledge articles that are included.
Before you begin
- Activate the Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml). For more information, see Activate a plugin and Predictive Intelligence for CSM solution definitions.
- Set the application scope to Customer Service using the application picker. For more information, see Application picker.
Role required: admin
Procedure
Navigate to All > Contextual Search > Table Configuration.
Search for
Case [sn_customerservice_case].Click the Case [sn_customerservice_case] link in the Name column corresponding to the row containing the Case Email Autoresponder KB Search search context.
In the Email Configurations related list, double-click the value in the Limit column for the Case auto-responder recommendations row.
Enter the maximum number of knowledge articles you want to include in the Auto-Responder email notifications for customer service cases and click the save icon (
Image omitted: save.png
Save icon.\).
Save icon.\).
The maximum allowed limit value is 20. If you enter a limit value of more than 20, the Auto-Responder email notification includes up to 20 articles only.
- On the Table Configuration form, click Update.