Improve the relevance of knowledge search and recommendations on Service Requests by including Business Unit context

In the Redwood Service User Interface, include the business unit that is stamped on the service request record as a filter criteria when searching for knowledge articles. Additionally, include the knowledge article in the recommended panel of the service request record.

For example, here is the Service Request displaying the value of the Business Unit

Business Unit Stamped on Redwood Service Request Record

Here is the Knowledge Article that was returned from the search

Search Results

Lastly, here is the recommended knowledge article

Recommended Article

Your agents are more likely to find the most relevant articles if the search is limited to their business unit..

Steps to Enable

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

Tips And Considerations

When testing Knowledge using Business Units, make sure HZ_ENABLE_MULTIPLE_BU_CRM profile option is set to Yes. This profile option can be found under the Setup and Maintenance > Service > and search for the Manage Administrator Profile Values Task as shown below:

Manage Administrator Profile Options

Also, under Knowledge Management feature, make sure the Knowledge Management Business Unit Support is Enabled. This feature option can be found under the Setup and Maintenance > Service offering > Knowledge Management > and click on the pencil icon under Features.

KM Business Unit Support Enabled

Access Requirements

Customer Service Representatives