In what order does auto assist reference data for ticket suggestions?

Question

What order does auto assist use for data sources? What does auto assist check first, second, and last to draft a recommendation?

Answer

This is the order of reference for auto assist suggestions:

1. Procedures are the main source of knowledge
2. If there is no procedure, auto assist looks for public help center articles that match
3. If auto assist does not find a procedure or an article, it uses successfully resolved tickets to draft a reply suggestion