Display Knowledge Articles (Formatter) - Customizable?

[lpomeroy0613]

We have a Field called Display Knowledge Articles (Formatter) included in our case forms (not sure if this is an OOTB field). It displays a list of Knowledge articles that may be related to the case. I'm not sure what the current maximum number of articles is, but for one of my cases it shows a listing of 10 articles. I'm wondering if this is something we could edit so that it only shows the top three and gives you the option to expand if you want to see more? Or perhaps have it minimized altogether unless the user opens it? I was trying to locate where I might go to review how the field is setup, but I haven't been able to find it yet. Any information you can provide is appreciated. Thanks! - Liz

[Kiel Sanders · Accepted solution]

Hi Liz

The Display Knowledge Articles formatter that you referred to is actually the section in the fulfillment instructions tab that displays knowledge articles that the admin has attached to the service used to create the case with.   These are set knowledge articles defined by the admin specific to that type of service.

I believe the formatter that you are referring to is the Contextual Search Results.   If you are looking to limit the results displayed, it's managed in the Contextual Search > Table Configuration menu.   From there you will click the applicable table (HR Case or any of the extended COE tables).   The configuration page for that table will have a Limit field that allows you to set the return limit for that specific table.   If you want this on all of your tables, you'll have to update the value on each COE table as well.

In addition, you can navigate to Contextual Search > Properties to set the "Collapse the search results widget when opening an existing record on a form" setting if you want this section closed by default.

Kiel

[lpomeroy0613]

Thank you Kiel! This is exactly what I was looking for and the "Collapse the search results widget when opening an existing record in a form" checkbox is actually the perfect solution for us. We want the documents to display when the case is being created, but after that it's not necessary anymore. I wasn't sure that would be an option so we were looking at limiting the number that would display instead. Good to know we have the option to do both.

Thanks,

Liz

[lrossy31]

Hello Kiel,

This was very helpful.  I wanted to ask if there is a way that this can be implemented in the service portal form.  I have added the field but in the portal doesn't show.  I have found that can be done on record producers through a macro variable but I have a requirement to implement just through the form.  Will definitely look to hear if this is possible.

[Mrman]

Hi @Kiel Sanders ,

Could you please let me know how can I attach Knowledge article to HR Service which is used to create a Hr Case ?