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Article not the top result when title of that article is the search terms
Answer ID 10195   |   Last Review Date 07/24/2019

When I use an article title as the search terms, why do I not see the titled article as the top result?

Environment:

Oracle Service Cloud Knowledge Advanced
Search

Issue:

The search terms I used were an exact title of a document, but I have to scroll through the search results to find the titled article.

Resolution:

The search terms for an article title are expected to return the article with that exact title in the first position; however this may not always be the case. There are ways to configure Knowledge Advanced so that even a title search does not come up with the titled article first.  This will cause this article to show up above a titled article if the search terms would return the second article.

  1. A Content Type can have the Enable Priority/Order option selected and an article for that Content Type can have Display Position set to Fix At Top.  i.e. Article J is set to be fixed at top and the title of article A is used as the search terms and both are returned in the results, so Article J will be the top result.
  2. An Intent is created with the title of an article as a Model Question and a different article is a Linked Article for that intent. i.e. An intent has a Model Question that is the title of article A and article J is linked to that intent, when searching for the title of article A, article J will show in the results above article A.

Additional Resources:

- Documentation on configuring the content type for the first scenario: Knowledge Advanced Administration Guide: Managing Content Types 

- Documentation on building an intent for the second scenario: Knowledge Advanced Administration Guide: Building Intents 



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