We have the KC app running alongside the Knowledge EAP at the moment.
I'm noticing that the KC app is automatically suggesting knowledge articles based on the ticket title - however the KC function in the ticket text editor (magnifying glass), and the EAP Knowledge app are either suggesting different knowledge, or nothing at all.
Why might that be?
Thanks!
Hi Caylee! Thank you for the feedback! Suggestions in the Knowledge app and in the KC app are based on the different principles. Knowledge app also suggests relevant posts from the Community Forums.
Thanks Tetlana. Can you confirm what the different principles are please? What triggers the knowledge offered in the agent knowledge EAP? (I know it's the ticket description for the KC app). Thanks
The KC App places more emphasis on the title of the ticket, whereas the Knowledge app looks more towards the body and messages. We may improve this over time as we are constantly trying to optimize the results.
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