As a first step, we need to set up Text Analytics Service and connect it to our CRM Online. Follow the below post for that
Next, we need to set up Knowledge Search field settings
For this go to Settings – Service Management and click on Knowledge Search field Settings
There click on New to create a new Search Model record.
Below we have specified case as our source entity. Click on Save.
Next, we need to define Keyword fields for our model, click on + to create a new text analytics entity mapping record.
To keep things simple, we have selected entity as Case and Field as Case Title based on which suggestions will be made. Save the record.
Click on Activate to activate the model.
Next, we need to modify the Case form to include knowledge base suggestions
Open the Conversation Tabs, go to Knowledge Base Search and select Text Analytics for Give Knowledge base suggestions as described below and publish the form
Open any of the case record, go to KB Records. Here based on the Case Title, the text analytics picks up the keyword “Delay” and shows/suggests the corresponding KB Articles matching that keyword.
Get all the details here
Hope it helps..