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  • 1.  Knowledge Optimizer

    Posted 04-01-2024 17:58
    Edited by Jason Kleitz 07-08-2024 15:03
    No replies, thread closed.

    Hi!  I have two questions about the Optimizer.

    1-What is the definition of an unanswered Query?  I am assuming it is when a search is made but an article is not clicked on?  We are getting multiple queries that are identical and do not have an article to put each which leads me to my next question...

    2-Are we able to delete unanswered queries or somehow mark them answered?  

    Note to add: I cannot place an unanswered query to an article that is in draft status or has visibility off.

    Thanks!


    #Unsure/Other

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    Amanda Douglas
    Numerica Credit Union
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  • 2.  RE: Knowledge Optimizer
    Best Answer

    Posted 04-01-2024 18:42
    No replies, thread closed.

    Hi Amanda,

    From my testing on the Digital Channels, here's what I have seen:

    Support Center: Search for Phrase. No Article Match

    Knowledge Widget: Search for an Article. No Article Match
    Digital Bot: User search and No Match triggered. Or, Search results in multiple options and user presses "None of these"



    As for your second question, I don't know of a way to clear the unanswered queries. The only thing I can think of beyond that is to create an unpublished article and associate those other phrases to that artcle. It allows you to at least clear those queries...? I haven't test this idea yet, but I can't think of anything else.



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    Peter Stoltenberg
    TTEC Digital
    ------------------------------

    Original Message


  • 3.  RE: Knowledge Optimizer

    Posted 09-13-2024 06:16
    No replies, thread closed.

    Hi Amanda,

    I am running into exact the same issue. Do you know how to remove unanswered queries or at least set them to answered? 



    ------------------------------
    Hafid Bourich
    KPN B.V.
    ------------------------------

    Original Message


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