---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

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

# Limit the number of articles in Auto-Responder notifications for cases {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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](https://www.servicenow.com/docs/access?context=t_ActivateAPlugin&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US) and [Predictive Intelligence for CSM solution definitions](https://www.servicenow.com/docs/ZC2sCPlZ3iUm4Nrq2AgsXw "Use your instance records to build Customer Service Management specific solutions.").
* Set the application scope to Customer Service using the application picker. For more information, see [Application
  picker](https://www.servicenow.com/docs/access?context=c_ApplicationPicker&version=xanadu&pubname=xanadu-application-development&ft:locale=en-US).

{#config-limit-auto-responder__ul_upg_fqv_slb}

Role required: admin

## Procedure

1. Navigate to AllContextual SearchTable Configuration.
2. Search for <kbd class="ph userinput">Case [sn_customerservice_case]</kbd>.
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 (![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.

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