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GruppenSalesforce Knowledge User GroupPost von Carianne Glasser
Carianne Glasser postete in Salesforce Knowledge User Group
9. Mai 2014, 20:34
Spring ’14 was supposed to enhance search capabilities; however, since the release our Knowledge Sidebar in Case Feed has been rendering poor results. Our Article Type “Documentation” consistently dominates the results - an Article Type which typically includes only a title, attachment, and a very broad category. The publishing dates vary from recent to old. Is anyone else experiencing? Any tips, tricks, or insight that can help us to understand why this is occurring and how to resolve?
6 Kommentare
  1. Carianne Glasser
    16. Mai 2014, 14:14
    It is refreshing to know that we are not alone with this obstacle, @Steve Enlow I am impressed with your org’s approach at categorizing legacy data with its own article type – you really were proactive and planned in advance, nice work! We communicate a similar 3-step process to our Support Technicians, which helps target relevant articles 9 times out of 10. I’m going to focus on retiring some of those legacy articles to help clear the fog. Thank you for your insight!
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