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matthew newman

Joined Jan 22, 2022

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Last activity Jan 22, 2022

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matthew newman commented,

CommentEnd-user guide for Help Center

Hello, I hope you can help with a question we have on how to make sure one search result appears above a second search result. Please see screenshot below. We want to reverse the order of the two responses shown in the screenshot. We want the Zendesk response about US leaves (see red arrow) to appear before the leavesresponse excluding the US. Based on the relevance score factors, would it be most effective to change the knowledge article title for the US response to say "Leave of absence for United States employees" to create a stronger link when users type in "Leave of absence"? Should we add more labels in the US article to include the term "Leave of absence"? Should we add article votes to boost the relevance? It is important that US article comes before OUS article because the leave policies are different for each group. We need to include both knowledge articles in the search, but we really want US to appear first in search results. Thanks for any suggestions you can provide.

View comment · Posted Jan 22, 2022 · matthew newman

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