--- schema_version: "1" id: 64009daea6f14ce6db11d237986828dc366114bc2bc141695a2454fdb9d440bf title: Display Similar Questions and Articles in the Customer Service Template Search collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/experience/264-0-0/collab_chatter_questions_knowledge_deflection.md canonical_url: https://help.salesforce.com/s/articleView?id=experience.collab_chatter_questions_knowledge_deflection.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 2123d1e4f538b7ad8cd56e6faabf579f041821f163cd2f2908c58ab5a26e1e44 description: Different Experience Cloud site users can ask similar questions. Chatter Questions helps reduce duplicate content in self-service sites that are built on the Customer Service template by showing similar questions and relevant Salesforce Knowledge articles. Potential answers appear on a list as a user enters a question in the Search field. products: - Experiences release: "264" --- # Display Similar Questions and Articles in the Customer Service Template Search Different Experience Cloud site users can ask similar questions. Chatter Questions helps reduce duplicate content in self-service sites that are built on the Customer Service template by showing similar questions and relevant Salesforce Knowledge articles. Potential answers appear on a list as a user enters a question in the Search field. ### Required Editions
Available in: Salesforce Classic
Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-experience-collaboration-264-0-0-production-enus/1aab5b5e-c990-4b8c-840a-6fb18af49709/images/icon_note.png) Note Similar Questions and Similar Articles are also available in internal Salesforce organizations with Chatter and in sites built with Salesforce Tabs + Visualforce. To learn more, see [Display Similar Questions and Articles in Chatter](https://help.salesforce.com/s/articleView?id=experience.collab_chatter_questions_deflection.htm&release=264.0.0&type=5 "In Salesforce Classic, you can reduce duplicate content by showing similar questions and relevant Salesforce Knowledge articles. In Chatter, potential answers pop open as the user asks a question. In Experience Cloud sites with Chatter, question deflection features are available through Experience Builder components."). When a user enters a question in the Search field, similar questions and Knowledge articles appear in a list below the field. The list contains two tabs: **Articles** and **Questions**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-experience-collaboration-264-0-0-production-enus/1aab5b5e-c990-4b8c-840a-6fb18af49709/images/icon_note.png) Note To expose an All tab that shows combined results (recommended), enable [Similar Articles](https://help.salesforce.com/s/articleView?id=experience.collab_chatter_questions_knowledge_deflection_enable.htm&release=264.0.0&type=5 "When users ask questions in Salesforce Classic, similar questions appear as they type. If you’d like relevant Salesforce Knowledge articles to appear, too, you can enable Similar Articles."). By default, each tab contains up to six results. The **All** tab shows both matching articles and questions, with articles appearing first. It displays an equal number of questions and articles. If there isn’t enough of one type of result, more results of the other type are displayed to reach the maximum. To see results of a particular type, users can click the **Articles** and **Questions** tabs. If a search only returns one result type (for example, questions), users still see all the tabs. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-experience-collaboration-264-0-0-production-enus/1aab5b5e-c990-4b8c-840a-6fb18af49709/images/icon_note.png) Note For a user to see similar articles, Knowledge must be enabled in the site and the user must have access to it. ![Similar Questions and Articles drop-down](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-experience-collaboration-264-0-0-production-enus/1aab5b5e-c990-4b8c-840a-6fb18af49709/collaboration/images/napili_similar_qs_articles.png) - 1: The **Articles** and **Questions** tabs let users view results of each type. Users can use the Up and Down arrow keys to navigate between results on any of the tabs. Clicking a question or article in the list navigates directly to it. - 2: Text and chat bubble icons indicate whether a search result is an article or a question. - 3: Questions in the list show the number of answers. If a question was answered, a green checkmark with the text Best Answer appears next to it in the list. - 4: Search results are based on whether the question or article title contains the text entered by the user. When the user performs a full search by clicking **Search**, the search engine also scans question descriptions and article text for matching terms. To customize the search settings, edit the Search Publisher component in Experience Builder. #### See Also - [Enable Similar Articles for Chatter Questions](https://help.salesforce.com/s/articleView?id=experience.collab_chatter_questions_knowledge_deflection_enable.htm&release=264.0.0&type=5 "When users ask questions in Salesforce Classic, similar questions appear as they type. If you’d like relevant Salesforce Knowledge articles to appear, too, you can enable Similar Articles.") - [Track Use of Chatter Questions in Your Salesforce Organization and Experience Cloud Sites](https://help.salesforce.com/s/articleView?id=experience.collab_chatter_questions_reporting.htm&release=264.0.0&type=5 "Keep tabs on the use and adoption of Chatter Questions in your organization or sites with reports and dashboards.")