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.
Required Editions
| Available in: Salesforce Classic |
| Chatter Questions is available in: Group, Professional, Developer, Performance, Enterprise, Contact Manager, and Unlimited Editions |
| User Permissions Needed | |
|---|---|
| To enable Similar Articles for Chatter Questions: | “Customize Application” |
Note Chatter and Salesforce Knowledge must be enabled in your organization.
Enabling Similar Articles turns on the feature in:
- Your internal Salesforce organization (Salesforce Classic only)
- Your Experience Cloud site that’s built with Salesforce Tabs + Visualforce or the Customer Service (Napili) template
- From Setup, enter Knowledge Settings in the Quick Find box, then select Knowledge Settings.
-
Under Chatter Questions Settings, select Display relevant articles
as users ask questions in Chatter (also applies to sites with
Chatter).
Note Make sure that the Question action has been added to the desired page layouts. Otherwise, users can’t see it.
To learn more about how Similar Articles and Similar Questions work, see:
- Display Similar Questions and Articles in Chatter
- Display Similar Questions and Articles in the Customer Service Template Search
- See the properties on the Experience Builder components Ask Button and Contact Support and Ask Buttons.