Our agents are trying to find a specific article with the title of "Shipping". Our agents are using the search term of "shipping". You would think that article would show up in the number one spot, but it's coming up in the 18th spot. We added a tag of "shipping" as well, but that didn't change the results. I don't remember this happening before and seems like it could be a recent change.
Have there been any recent changes to how search results are displayed? And just for our own knowledge, how are search results ranked, is it weighted by title, tag, keyword?
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