Searching and linking articles using the Knowledge Capture app (Guide Professional) Follow

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45 comments

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    Barry Schwartz

    Are there future plans to have the search feature look through all brands and not just the brand associated with the ticket? Sometimes a solution in an article on another brand might apply to the one associated to the ticket, but it is not in the ticket brand yet.

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    Zac

    +1 to the comment from Barry Schwartz

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    Antonio Naddeo

    We have 3 brands and and our Help Center is localized in 4 languages. Looks like the app only is able to search in the default language of our zendesk which is Spanish. If a ticket is created in German, French or Italian the app doesn't browse the respective help center and give no results. In Spanish works fine. 

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    Phil Dean

    Agreed need to search multiple brands also allow to link internal agent facing articles to the ticket.  Plus on reporting regarding Top 10 linked articles would be much easier to display the Title of the article and not just the Article ID as just displaying a string of numbers is not useful s you have no idea what the actually article is

     

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    Joel Hellman

    Can we add to the article that any created ticket using the flag feature will use Channel=API? I don't know if you plan to add a separate channel for the Capture activities when this goes out of beta, but this might be helpful to know when you setup business rules to route these flagged tickets, and it might not be obvious. 

    Maybe we could even add a hint how route flagged tickets? Something like this could be a starting point:

    Condition ALL
    Ticket Is: Created
    Tags contains: knowledge_capture_flagged_article
    Channel Is: Web service (API)

     

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    Heidi Washington

    It doesn't seem like it pulls up articles that are related in as an efficient manner as Answer Suggestion.  I've typed in the same words and gotten different results between the two apps.  Can we have it search in the same way as Answer Suggestion?  Those articles are more related to the search terms I'm finding.

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    Jennifer Haight

    It would be helpful to have the pre-filled subject search cleared when you click into that field. I keep typing over the subject text instead of getting a blank field to type in. 

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    Deepa Daniels

    Great feature request Jennifer, please add it to our Knowledge Capture Beta Community so others an upvote and add to it. Thanks! 

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    Deepa Daniels

    @Heidi, Thank you for your feedback. I will also encourage you to post it in the beta community. Please add any specific search relevancy feedback to this post. 

    Answer Suggestion uses the Agent Help Center Search API - No breadcrumbs, sometimes different results, no awareness of content access restrictions. 
     
    The KC app auto search searches against only the ticket subject but it does search both article titles and body via the Help Center End-user search API.
     
    Maybe thats more information then you wanted. :) To summarize, both apps search the title and body but from different search services resulting in sometimes different results. 
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    Mindaugas Verkys

    Hi,

    Our agents failing insert links on articles that are restricted, because they can't see that from sidebar. After our clients replying that they are not able to see the content... 

    Any solutions?

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    Norm Afif

    Hi, 

    Are you able to explain how the search algorithm works in the KC app? I get a different order of results in KC App compared to the Help Centre when searching the same term.

    Norm

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    Jason Allman

    Hello,

    We are about to undertake a tagging project on our KB articles, does this search facility only work on Article name or on tags aswell?

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    Mindaugas Verkys

    What about branding? We have a problem that even if ticket has different brand KC is still showing articles from default brand help center. Could we have any adjustments here?

     

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    Andrew Schreiner

    How do you unlink an article from a ticket? 

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    Jennifer Rowe

    @Andrew, Click the link text in the ticket comment, then click the Delete (trash can) icon.

    This removes the hyperlink in the comment and it removes the link between the ticket and the article. And it's not counted in reporting as long as the link is removed before the ticket is submitted. 

     

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    Jennifer Rowe

    @Mindaugus, here's an update on multi-brand and multi-language from the product manager.

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    Jennifer Rowe

    @Jason, the KC App search is now using the same search technology. So, yes labels are includes in search. You can learn more about Help Center end-user search here.

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    Jennifer Rowe

    @Norm, sorry for the huge delay in responding to your question.

    The KC app search results used to appear in alphabetical order, which made the results seemingly not relevant. With the latest release of the KC app, search results now appear according to relevance and not alphabetical order.  

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    Andrew Schreiner

    Since this morning, It looks like there was an update to the knowledge capture app and some of my users are getting forbidden errors in the js console when trying to use the app. It shows the bubbles for loading but never loads. For me it appears to be working fine though I am an admin. Was there a new role permission or anything introduced in the latest update? 

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    Jennifer Rowe

    Hi Andrew,

    Sorry you are having trouble. It looks like your issue is similar to this one posted in the KC App beta forum.

    Yes? If so, can you add a comment to that post with your issue? You can just copy/paste what you have here. That way we'll have all the issues in the forum for the team to take a look. 

    There was an update to the app today for multi-language and multi-brand, but I don't know what is causing your problem.

    Thanks!

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    Jennifer Rowe

    Hi again Andrew,

    Actually, it looks like the team is ahead of us. They just deployed a fix for this. 

    Give it another try and let us know if you're still having problems.

    thanks!

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    Andrew Schreiner (Edited )

    Hi Jennifer, 

    I just got confirmation that it works now. Thanks!

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    Jennifer Rowe (Edited )

    Oh! That's great news! I think you edited your comment on me--I was a little confused. But glad it's working. Thanks for confirming!

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    Fabiana Cooke

    MY KNowledge capture was working up to yesterday. It no longer allows us to link the article to the ticket. It says access denied.

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    Jennifer Rowe

    Hi Fabiana,

    Thanks for letting us know. The team is investigating this issue now and hope to have a fix soon. 

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    Andrew Schreiner

    Hi Jennifer, 

    My team found a bug in the app where it appears that if you have a # in the subject, when it searches it doesn't load. If you remove the # from the subject and reload the app bar it then loads. Where do I submit this bug? 

    Thanks!

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    Jennifer Rowe

    Hi Andrew,

    I've asked the team about it. I'll let you know what they say.

    It's late for them so we might not hear back until tomorrow.

    Thanks for reporting this!

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    Jennifer Rowe

    Hi Andrew,

    Yep, you're right. It's a bug. The team has filed it and will work on a fix. 

    Thanks again for letting us know.

    Oh, and to answer your original question, the best place to report bugs is in a post in the KC app community forum

    Thanks for your help with this beta! 

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    Jennifer Rowe

    Hi Andrew, 

    Good news--the team made a fix for this issue.

    Give it a try and let us know if you have any other issues!

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    Peter Lloyd

    We are looking to add this
    Can I ask if the articles created by support tickets can be saved / vetted before it goes live on the Knowledge base

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