Related Content (Contextual Search) for Record producer does not give expected results
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‎09-18-2023 04:53 AM
We have a requirement to limit the knowledge articles Related Content (Contextual Search) suggestions to product selected on Case creation Record Producer form. Knowledge Bases are created for each product. The related content should show articles only from the particular product Knowledge Base.
I have created a scripted filter configuration which matches the Knowledge Base with the product selected by user on form on the knowledge article table. The correct query is returned by the script.
The issue is that this functionality works perfectly in Dev instance but in Test it gives correct results only for one particular product. For all other products, the related results are not shown. The configurations and scripts are all consistent in both instances but still it doesn't work in Test.
On debugging, the logs in test return correct query but the results are empty for some products. I have checked and articles are available in test for the products.
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‎09-18-2023 05:04 AM
There is already a conversation on this topic in the below link, hope you can find some context here,
I have not explore result improvement rule in AI search but that can also be a solution to limit the contextual search on record producer but requires further exploration and possible an idea.
