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Feature released in SummitAI Service Management (Knowledge Management, Alps)

Earlier, when an End User or Analyst searched for Knowledge Records using associated word(s) in the LOOKING FOR AN ANSWER text area, the word was searched in the Keywords, Question, and Answer fields of the Knowledge Records and ordered based on 'most viewed' on top of the list.

Improvements

Now, the following search priority order is followed to search the associated word(s):

Search from the Keywords field of Knowledge Records
Search from the Question field of Knowledge Records
Search from the Answer field of Knowledge Records

When an End User or Analyst searches for a associated word in the LOOKING FOR AN ANSWER text area, the word is searched in the Keywords field of the KRs. If the word search result displays less than 5 records or no records are found, the word is searched in the Question field of the KRs.

If the word search result from both Keywords and Question fields is 0, it searches in the Answer field of the KR.

The KRs found in the word search result are ordered based on the above search priority order and maximum number of words that match with the search word(s). If two or more records are having similar word matches, the most viewed Knowledge Record is displayed on the top of the list.

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