Automatic filtering of knowledge articles

As an administrator, you can configure Knowledge Base search control to automatically filter knowledge articles based on case data, without any manual input from the agents.

For example, if you set up automatic filtering of knowledge articles on case subject, articles with the same subject as case will be filtered in and shown to the agents. Other articles will be filtered out automatically.

This feature can be extended to automatically filter knowledge articles on any lookup field that is present on both Case and Knowledge Article entity. Administrators and agents will also have an option to turn off automatic filtering and be able to search the entire Knowledge Base.