Related Search Results Not Displaying in CSM Configurable Workspace Case Form

[swethavelu]

Hello Community,

I am working on CSM Configurable Workspace with the Case form. In the standard platform view, when I type a keyword (e.g., “support”) in the Short Description field, the Related Search Results section automatically displays relevant Knowledge Articles based on the keyword.

However, in the CSM Configurable Workspace, although the Related Search Results component exists in the workspace view configuration, it does not appear when I open a new Case form. Even after entering keywords like “support” in the Short Description field, no related Knowledge Articles are displayed, and the field itself is not visible.

Expected Behavior: The Related Search Results section should display relevant Knowledge Articles based on the entered keyword, similar to the standard platform case form.

Actual Behavior: The section is not visible, and no related articles are shown.

Question:

• Is there any additional configuration required to enable Related Search Results in CSM Configurable Workspace?
• Do I need to activate a plugin or set up a component in the workspace page layout?

Any guidance or best practices would be greatly appreciated.

[asane]

Hey Ankur, 
I am fighting a similar battle.
KB is publised & searchable on native UI. 
Not searchable/ no results showing up when searched for in "CSM/FSM configurable workspace" : "Related Search Results"