How is Knowledge v3 "Most useful" calculated?

[hussra]

The "Featured content", "Most useful" and "Most viewed" sections in Knowledge v3 are great. I'm wondering quite how the "Most useful" section is evaluated - seems to be related to clicks on the "Helpful? Yes/No" buttons, but it would be handy to know quite what is being calculated.

It doesn't seem in my limited testing to be just based on the articles with the highest number of "Useful" ratings. Is it based on number of "Useful" minus number of "Not useful" ratings? Or something more complex again? I've not managed to track down the code that generates this data.

[servicenowkevin]

It's the most liked.

There's an open PRB about this because it isn't working quite as expected. saruppaul was kind enough to pass along that info to me. We'll work on getting a known error published next week. suzanne.smith will make sure to have it published quickly when it's ready for review and one of us will update this thread with the known error ID so you can read it.

If this helped or answered your question, feel free to market it as helpful or answered.

[hussra]

Thanks very much - is that most liked as in "greatest number of likes", or "greatest percentage of likes"? To put it another way:

• KB10012 has twelve "likes"
• KB10015 has thirty "likes" and twenty "dislikes"

How do these get sorted? KB10015 has more likes, but KB10012 has a much greater percentage "approval rating".

[servicenowkevin · Accepted solution]

Total likes, not a percentage. saruppaul can correct if I'm wrong, but that's my understanding.

[Sarup Paul]

That's correct. We have a PRB and a Known Error article to track this.