I have been asked if there is a way to prioritize Catalog items over KB Articles in AI Search in the Service Portal. If someone types something that brings up a KB Article and a Catalog item then under "suggested" the Catalog item should be listed first. Is that possible? Is that the right thing to do (my thoughts are no but its being asked by the executives)?
Hi @Brian Lancaster!
Suggestions are automatically generated and ordered according to pre-established criteria, it is not possible to prioritize the KB just above the Catalog Item.
➜ Auto-complete suggestions in AI Search applications
If you want to know where the data that the criteria are based on comes from, check the sys_search_event table. The "Refinement" column is particularly important in this case.
Perhaps you could create a Result Improvement Rule to boost searches with the term "KB," but the result will gain strength over all types and not just Catalog Item
I hope this information has clarified your question.
If my answer helped you in any way, please mark it as correct/helpful 🎯
Regards,
Isaac Vicentini.
Hi @Brian Lancaster!
Suggestions are automatically generated and ordered according to pre-established criteria, it is not possible to prioritize the KB just above the Catalog Item.
➜ Auto-complete suggestions in AI Search applications
If you want to know where the data that the criteria are based on comes from, check the sys_search_event table. The "Refinement" column is particularly important in this case.
Perhaps you could create a Result Improvement Rule to boost searches with the term "KB," but the result will gain strength over all types and not just Catalog Item
I hope this information has clarified your question.
If my answer helped you in any way, please mark it as correct/helpful 🎯
Regards,
Isaac Vicentini.
