Which field is searched by default to provide knowledge article suggestions?

The default field searched to provide knowledge article suggestions is indeed the Case Title. When users create or work on cases within Dynamics 365 Customer Service, the system utilizes the Case Title as a primary reference point to match relevant knowledge articles. This helps ensure that suggestions are contextually relevant, making it easier for agents to find solutions related to the customers' inquiries quickly and effectively.

The strength of using the Case Title lies in its ability to encapsulate the main issue or topic of the case, allowing the system to retrieve specific articles that are likely to address those exact needs. While other fields, such as Description or Category, may also play a role in search functionalities or filtering results, the Case Title is prioritized by default for suggesting knowledge articles to provide a streamlined and effective support experience.

In practice, this means that when agents create case records and input titles that succinctly describe the customer's issues, those keywords will guide the system to recommend the most pertinent knowledge base articles, enhancing both the efficiency of case handling and customer satisfaction.