---
schema_version: "1"
id: a4c3ab855f7dfeee439354587c01de6e99ff1e2fc04bdef068b2392582b31005
title: Enable Suggested Articles to Solve Cases
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cases_suggest_articles.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cases_suggest_articles.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c1e7eb22c9a41f0411442a0e01c81e0cf418d1cad42e446029fd6b15ab0c19c3
description: Articles are a great way to solve cases and keep service reps efficient. When customers have the same questions, you can create one article with the answer and attach it each time the question is asked.
products:
  - Service Cloud
release: "264"
---
# Enable Suggested Articles to Solve Cases

Articles are a great way to solve cases and keep service reps efficient. When customers have the same questions, you can create one article with the answer and attach it each time the question is asked.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d66871e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d66871e55 ">To change support settings:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d66871e55 ">
              <p>Manage Cases</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d66871e55 ">To view articles:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d66871e55 ">Read on the article's article type</td>

          </tr>
        </tbody>
      </table>

Suggested articles help knowledge base users solve cases quickly. When a new case is saved, the search engine automatically looks for articles that have keywords in common with the admin-selected case fields. The user working the case can scan the articles and attach them to the case if needed, or initiate another search with different keywords. Articles attached to the case appear on the Articles related list, which also provides a **Find Articles** button to search the knowledge base at any time.

1. From Setup, enter Support Settings in the Quick Find box, then select **Support Settings**.
2. Click **Edit** and choose **Enable suggested articles**. Suggested articles and suggested solutions cannot be enabled at the same time.
3. Choose each audience (channel) that receives suggested articles when submitting a case. Suggested articles are available for the internal app and the portals.
4. When you're done with the Support Settings page click **Save**.