Limit the number of articles in Auto-Responder notifications for cases

task australia Updated Sep 10, 2026 1 min read config-limit-auto-responder.md

Send the most relevant knowledge articles in Auto-Responder notifications for customer service cases by limiting the number of knowledge articles that are included.

Before you begin

Activate the Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml). For more information, see Activate a plugin and Predictive Intelligence for CSM solution definitions.
Set the application scope to Customer Service using the application picker. For more information, see Application picker.

Role required: admin

Procedure

Navigate to All > Contextual Search > Table Configuration.
Search for Case [sn_customerservice_case].
Click the Case [sn_customerservice_case] link in the Name column corresponding to the row containing the Case Email Autoresponder KB Search search context.
In the Email Configurations related list, double-click the value in the Limit column for the Case auto-responder recommendations row.
Enter the maximum number of knowledge articles you want to include in the Auto-Responder email notifications for customer service cases and click the save icon ([Omitted image "save.png"] Alt text: Save icon.).

The maximum allowed limit value is 20. If you enter a limit value of more than 20, the Auto-Responder email notification includes up to 20 articles only.
On the Table Configuration form, click Update.

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---
title: Limit the number of articles in Auto-Responder notifications for cases
description: Send the most relevant knowledge articles in Auto-Responder notifications for customer service cases by limiting the number of knowledge articles that are included.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/config-limit-auto-responder.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure Auto-Responder notifications, Machine learning solutions, Implement Intelligence, Configure, Customer Service Management]
---

# Limit the number of articles in Auto-Responder notifications for cases

Send the most relevant knowledge articles in Auto-Responder notifications for customer service cases by limiting the number of knowledge articles that are included.

## Before you begin

- Activate the Predictive Intelligence for Customer Service Management plugin \(com.snc.csm\_ml\). For more information, see [Activate a plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_ActivateAPlugin.md) and [Predictive Intelligence for CSM solution definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/predictive-intelligence-for-csm.md).
- Set the application scope to Customer Service using the application picker. For more information, see [Application picker](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/application-development/c_ApplicationPicker.md).

Role required: admin

## Procedure

1. Navigate to **All** &gt; **Contextual Search** &gt; **Table Configuration**.

2. Search for `Case [sn_customerservice_case]`.

3. Click the **Case \[sn\_customerservice\_case\]** link in the **Name** column corresponding to the row containing the **Case Email Autoresponder KB Search** search context.

4. In the Email Configurations related list, double-click the value in the Limit column for the **Case auto-responder recommendations** row.

5. Enter the maximum number of knowledge articles you want to include in the Auto-Responder email notifications for customer service cases and click the save icon \(\[Omitted image "save.png"\] Alt text: Save icon.\).

The maximum allowed limit value is 20. If you enter a limit value of more than 20, the Auto-Responder email notification includes up to 20 articles only.

6. On the Table Configuration form, click **Update**.