How KB "suggested articles" work

Question:

I need to get a handle on how the suggested articles are pulled. I thought it was from the tags and/or the email subject


Answer:

Here's how Knowledge base suggestion works; it looks at the words in the subject line, then tries to find kb TAGS with this word, and suggests article with this TAG.

Next, it also uses machine learning "entity extraction" to extract "entities" from the subject & body and, again, searches for KB articles that mention the same "entities". And adds those articles to the list too.

The best way to tailor suggestions to better fit your needs, is to "tag" articles in the knowledge base (by using helpdesk app's "tags").
kb
Creation date: 2/12/2022 1:54 PM (Alex)      Updated: 2/12/2022 2:16 PM (Alex)
Files   
Message Help with a website.eml
17.1 KB
Message RE Help with a website {45881235}.eml
4.3 KB
OriginalEmail[2].eml
37.6 KB
OriginalEmail[3].eml
40.9 KB
OriginalEmail[4].eml
43.1 KB
OriginalEmail[5].eml
66.1 KB
OriginalEmail[6].eml
39.5 KB
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