Limit the number of articles in Auto-Responder notifications for cases

Send the most relevant knowledge articles in Auto-Responder notifications for customer service cases by limiting the number of knowledge articles that are included.

Before you begin

• Activate the Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml). For more information, see Activate a plugin and Predictive Intelligence for CSM solution definitions.
• Set the application scope to Customer Service using the application picker. For more information, see Application picker.

Role required: admin

Procedure

1. Navigate to All > Contextual Search > Table Configuration.
2. Search for Case [sn_customerservice_case].
3. Click the Case [sn_customerservice_case] link in the Name column corresponding to the row containing the Case Email Autoresponder KB Search search context.
4. In the Email Configurations related list, double-click the value in the Limit column for the Case auto-responder recommendations row.
5. Enter the maximum number of knowledge articles you want to include in the Auto-Responder email notifications for customer service cases and click the save icon ().
   The maximum allowed limit value is 20. If you enter a limit value of more than 20, the Auto-Responder email notification includes up to 20 articles only.
6. On the Table Configuration form, click Update.