AI Driven Search for Knowledge Records

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

What's New?

Now, when the End Users and Analysts search for Knowledge Records (see: Knowledge Management), they get more appropriate search results due to AI (Artificial Intelligence) integration. These Knowledge Records are sorted based on the 'Most Rated' value. On the following pages, the LOOKING FOR AN ANSWER /Search field is now AI-powered:

KNOWLEDGE DASHBOARD page (see: Knowledge Dashboard).
USER DASHBOARD (Default) page (see: End User Dashboard).
END USER DASHBOARD (Customized) page (see: End User Dashboard).
KNOWLEDGE BASE pop-up page (Incident /Request > User > Manage Incidents/Manage Service Requests > Incident List/Service Request List > Select any Incident ID/SR ID> Click KNOWLEDGE BASE on ACTIONS panel) (see: Viewing and Updating Incident Details/Viewing Updating Service Request Details).
Global Search (see: Global Search).
Symptom field of New Incident page (Incident >User >New Incident >Select a Tenant)(see: Logging Incidents)

Configuration

On the TENANT page (Admin > Basic> Infrastructure > Tenant > Select a Tenant > Click CONFIGURE DETAILS on the ACTIONS panel > Select KNOWLEDGE MANAGEMENT from MODULES), a new check box, Enable AI-Based Search is added. For more information, see Configuring Knowledge Management Module.

Figure: TENANT page: DETAILS

Figure: TENANT page: DETAILS

Note:

By default, the Enable AI-Based Search check box is not selected. If the AI-based search is not enabled, the search results are based on SummitAI in-built search algorithm.