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gliustonecobragliustonecobra 

Weighted search results for knowledge?

I could have sworn I heard or saw this somewhere, but I haven't been able to find anything on it. Does anybody out there know if knowledge search results are weighted based on analytics? That is, if articles that are linked to more cases or have higher ratings are floated more towards the top of results. Some details on this would be awesome. I seem to recall this was going into pilot, or perhaps it's already live, but there's just no documentation I can find on it.

 

Thanks!

Best Answer chosen by Admin (Salesforce Developers) 
francoisLfrancoisL

Hi,

 

This is correct more an article is linked to cases or more an article is viewed, higher it will show in the result list. 

All Answers

francoisLfrancoisL

Hi,

 

This is correct more an article is linked to cases or more an article is viewed, higher it will show in the result list. 

This was selected as the best answer
gliustonecobragliustonecobra

Awesome - thanks for the info Francois. It'd be good to know if there's anything else that is working under the covers too. Or if it is just case links weigthing results. Agents who work both in article search and management should understand the differences.