Improved knowledge search by passing Service Request Problem Description

In the Redwood Service User Interface, if the Service Request being searched has a problem description, regardless if it was generated, the description will be passed to the Search Knowledge action along with the Service Request Title, Product and Category. This will enhance the search results to better match the articles that are returned by this action.

Recommended Knowledge Based on Problem Description

This helps you by presenting the most relevant articles based on intelligent searching.

Steps to Enable

You don't need to do anything to enable this feature.

Access Requirements

Customer Service Representatives