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小组Salesforce Knowledge User GroupCarianne Glasser 的帖子
Carianne Glasser 发布于 Salesforce Knowledge User Group
2014年5月9日 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?
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  1. Carianne Glasser
    2014年5月16日 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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