I'm looking at improving suggested article results for our knowledgebase (knowledge automatically suggesting relevant content based on details in the case).
On suggested articles users can give it a thumbs up (relevant to the case) or thumbs down (dislike/not relevant).
I need to know if clicking these impacts future suggested article results on similar cases.
For example
- A Case suggsets an article that is 4th down on the results page.
- Overtime users continue to give it a thumbs up.
Will this action move the suggested liked article up the results page?
Similarly if the suggested article gets a thumbs down often, will suggested articles remove it from results page?
Cheers.
Per what I remember from talking with the Knowledge Product Manager in previous years, yes, upvoting/downvoting does impact the search index logic somewhat. If you use Einstein Recommended Articles, use the 'not relevant' option to improve the search index logic for the recommendations.
