How are search results ranked in the Knowledge Capture App?

5 Comments

  • Nicole - Community Manager
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    Hey Sarah -

    Do you have or have you recently implemented Answer Bot for Agents? If so, that would change your search results to be determined by Answer Bot, which unfortunately I don't have much information on regarding the search ranking.

    If not, then the search results should follow the relevance scoring outlined here.

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  • Sarah Boyd
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    We don't use Answer Bot for agents so it couldn't be that. Thank you for the link, is that for the Knowledge Capture app? It looks like it's for the end user Help Center. The issue we're having is with agents searching in the Knowledge Capture app.

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  • Brett - Community Manager
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    Hey Sarah,

    The link Nicole provided is for the Knowledge Capture app. I'm not aware of any recent changes that would affect search functions within the Knowledge Capture app so there may be an underlying issue here.

    What I would like to do is create a ticket on your behalf and pass it over to our Customer Advocacy team to assist further. I'm thinking they will need to assume into your account to take a look at some article examples as well as do some testing from an agent perspective to help find a solution.

    You'll receive a follow-up email shortly stating your ticket has been created :)

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  • Sarah Boyd
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    Thanks Brett! Yeah, according to that link, we should definitely be seeing that article in the number one spot, so I'm happy to work with Support on determining the root cause. 

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  • Brett - Community Manager
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    I've gone ahead and created that ticket for you Sarah :)

    Our Customer Advocacy team will reach back out and assist further via email.

    Cheers!

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