Prioritizing article suggestions during ticket creation

[kbukg]

Is there any way to "weight" a specific article to be the first suggestion that comes up when someone types in a matching keyword when submitting a ticket? We have a large KB with several articles about Insurance, and I need a specific one to come up as the top suggested article. 

For context, our insurance term renews on 12/1. Beginning in October and then increasing in November and December, we get a ton of requests for new COIs. I have a SPECIFIC article about 24-25 COIs that would answer the question everyone is submitting, but they aren't seeing it. A user recently submitted a ticket with comments that said Our customers are beginning to request the 24-25 COI. Can you please advise when the updated COI will be added to the SharePoint Site?

I recreated it to see how on earth they missed the KB article titled ATTENTION: If you need an updated 2024-2025 Certificate of Insurance (COI), and it showed briefly when I was typing but then got buried under all the other results that had the words SharePoint, updated, advise, etc.

Is there a way to force an article to the top of the suggestions?

[Kim27]

Hello, have you looked at using knowledge profiles? I created a quick example for the situation you mentioned in your post. 

Knowledge profile, x_datrp_knowledge_knowledge_profiles_list, allows you to present an article when certain conditions are met. In this case, I said whenever COI  or Certificate of Insurance was used in the short description, show the indicated KA. 

When the short description matches the conditions, the article is at the top of the search results

You still want to make sure your meta is complete with full statements and additional keywords. I added "when will the COI be added to SharePoint, COI available, Certificate_of_insurance" to the meta field. 

I hope this helps! 

[Vickie Runyon]

Are Knowledge Profiles a plug-in that need to be installed? I don't see that in our instance.

[Kim27]

Good question! I believe we had to request they be enabled.