Ability to set default filter for search

5 댓글

  • Ryan McGrew
    댓글 작업 고유 링크

    Hey Larry,

    Thanks for the feedback. One question I have is - Why restrict customers to just the knowledge base or a particular subset when searching? What are you trying to achieve by doing this? Or what are you seeing in the search results that is problematic by searching across both Knolwedge and Community?

    One thing I will mention is that we added an attribute to the search helper called scoped. This will search within the current category or topic that the user is on. For example if you were browsing a particular category in the Knowledge base and searched there, you would have you search restricted to just that category. You can read more about it here: https://developer.zendesk.com/apps/docs/help-center-templates/helpers#search-helper

    You can update your search helper to be {{search scoped=true}} on your category, topic and section templates to get this functionality.

    It's not exactly what you outlined above but it may do some of what you're looking for.

     

    Thanks!

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  • Larry Deckel
    댓글 작업 고유 링크

    The person who suggested this to me replied:

    I guess I was thinking that if I did a broad search, that having it show me the knowledge articles first would be preferred since sometimes community comments aren't accurate or are feedback related rather than how to.

    But he said he was fine with it as is for now, and the 'scoped' functionality is a good substitute to get people the info they need.  I'll look to add that in the coming week.  Thanks.

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  • Ryan McGrew
    댓글 작업 고유 링크

    Hey Larry,

    That makes sense. I think we're hoping to be in a place that search should be smart enough to give you the most relevant content based on your search query. If Knowledge base articles are the most relevant content to that particular query, the algorithm should place those high in the list of search results. If you feel that it's not giving you the most relevant content, I'd like to hear more about that.

    Thanks!

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  • Larry Deckel
    댓글 작업 고유 링크

    Obviously getting smarter about relevancy is the key.  What criteria are currently being used to determine what is a relevant post?  This would be helpful to know. 

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  • Ryan McGrew
    댓글 작업 고유 링크

    Hey Larry,

    From a high level I'll try to give you an idea. Overall, we compute a relevance score for each article and post based on the search query. This takes into account keyword density, length and where the keywords appear (title, body text, tags, etc) and then return the 10 most relevant results across both Community and Knowledge base giving some additional weight to Knowledge base articles.

    If you're seeing any issues or if you'd like to know more about the algorithm and I'll try to get some more information.

    Thanks!

    0

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