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Topics#Customer ServicePergunta de John Worth
John Worth (Public Consulting Group) perguntou em #Customer Service
12 de fev. de 2019, 14:37

How can I improve the "knowledge suggested articles" accuracy?

In Service Cloud, I have set up some knowledge articles specific to certain topics. One is CPT codes. My expectation is that articles related to CPT codes will be suggested when I create a case with CPT in the subject and description. While I do get one of the articles I've created, the other suggested articles are not related at all and that will cause confusion to the end user. How can I improve the accuracy of this so that only the articles with certain keywords are shown?
1 resposta
  1. Nicole Pomponio (SaltClick)
    21 de fev. de 2019, 17:53
    You can choose up to 5 case fields to help improve the accuracy. There was a bug where the description was found not to be used, but that should have been fixed. If you think that is the issue, create a case with Sf Support to have them help you out. 

     

     
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