Why do recommended knowledge articles not show on the Redwood HR Help Desk request page?

We are trying to complete test scripts that say that recommended articles will populate on the top of the service request details page. We have published many articles which have categories attached to them. However, if a service request has the matching category or key words in the description/title, there is still no section for recommended articles. Knowledge content is still able to be added from the task bar, and can be managed everywhere else, we just cannot figure out how to enable the recommended articles feature.