I have just come on board to help troubleshoot a basic cloud CX Agent Knowledge base set up where the person has taken existing Q&A from an existing non-Genesys knowledge base and copied it across. In test only three search results are showing each time and the accuracy of these results is extremely poor i.e. we know a better article exists for the test question we are asking but it does not come up.

I am sure we are missing some simple step or config. Any ideas re:

1 - being able to ensure more than 3 results come back per search

2 - to improve the accuracy of the search results

I worked on Dx last year when it was pretty much Bold360 and it was more exact than this. What am I missing? I'd appreciate any ideas!