Configure Search Articles On Case

Published on September 23, 2026 Article Hub

Configure Related Articles on Case Records

Add the Search Knowledge Articles on Case component to your Case Record Page so support agents automatically see matching Knowledge articles based on the case subject - no manual searching required.

This component reads the Case Subject field and automatically surfaces matching Knowledge articles in a Related Articles tab, helping agents resolve cases faster.

Prerequisites

1. Access to Lightning App Builder
2. Edit permission on the Case Record Page
3. Knowledge enabled in your org with published articles

Configuration Steps

1. Open the Case Record Page in App Builder

Navigate to Setup > Object Manager > Case > Lightning Record Pages, and open the Case Record Page in Lightning App Builder.

2. Locate the searchKAonCase Component

In the Components panel, find searchKAonCase under the managed components list.

3. Add the Component to the Page

Drag and drop searchKAonCase onto the Case Record Page in the location where you want it to appear.

The searchKAonCase component added to the Case Record Page in App Builder

4. Save and Activate

Save the page and activate it for the appropriate profiles or apps. Once active, the component automatically picks up the case Subject value and pulls any matching articles.

Example: Support Agent Workflow

Here's how the component helps an agent in practice:

A case is created because a QuoteX subscriber is not able to view the QuoteX app in their Salesforce instance. The support agent receives the case:

A new case reporting the QuoteX app visibility issue

The agent opens the Related Articles tab of the Search Knowledge Articles component. The component automatically shows any articles that match the case subject:

Matching Knowledge articles surfaced automatically from the case subject

The agent can open a matching article directly from the case, resolving the issue without leaving the record or searching Knowledge manually.

Troubleshooting

No articles appear? Confirm the case Subject contains keywords matching a published article title or body, and that DRTE Knowledge is enabled for the current user's profile.

Get Support

If the component does not appear in your managed components list, or you need help with page activation, contact your Salesforce administrator.

Knowledge Article Number: KA-00418