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How KB "suggested articles" work
Question:
Answer:
Here's how Knowledge base suggestions work: 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, in our SaaS version, 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").
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 suggestions work: 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, in our SaaS version, 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").
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