Prioritizing a Knowledge Article

Kerry4
Tera Contributor

‎03-14-2023 09:14 AM

I'm trying to find a way to prioritize KB articles so that specific ones are displayed at ticket creation, for example if an agent picks up a new case, I'd like the articles to come with how to process a new case, even better would be if it can be client specific. So if the case was for client A then the KB for ticket creation for Client A comes up.

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junaid98
Tera Contributor

‎03-28-2023 11:38 PM

hi @Kerry4 

i guess it would depend on your process for each client. maybe have a separate kb for each client (if its a lengthy process) or have a single kb with different sections on each client. again it just depends on how long the process is. 

 

an important thing are key words. how do you utilize keywords? i would make them super specific based on each client. also remember that the position of the word in the key word field effects search results. meaning keywords at the beginning of the field will populate this kb higher up while key words at the end of the field will keep our article down lower in the search results. i hope this helps. 

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