How do I add items to the Recommended Links section on the answers page?
Search Priority Words
Search Priority Words allow you to fix an answer or other Web page to the search results of a specific word. You can also flag a record to always display with any search that is performed. Search Priority Words can be associated with either a specific published answer or to a separate Web page or document. Priority words are interface-specific. The priority word will display on the same interface in which it was created. For example, if a priority word should display on interface B, one must login to interface B before creating the priority word, or access interface B's Admin Console via the Links menu.
On the end-user pages, the answer or document specified in a priority word are returned in a separate section named Recommended Links.
If you wish to have two answers or documents returned with the same search term, you can create multiple Priority words that share the same keyword(s). Multiple priority words are displayed in the order that they are entered into the table.
Using Search Priority Words effectively
There is no limit to the number of priority words that can be employed; however, an excessive number will cause search performance degradation.
Multiple search words can be associated within a single “priority word” group. Again, search performance may be affected as the number of search words increases.
To configure search priority words in your interface, use the steps below:
- Go to Configuration > Service > Knowledge Base > Search Priority Words.
- Complete the fields listed below:
Search Priority Word Name: This field is the name of the keyword or group of keywords that will return the answer or document specified. This is not the word that is searched on to return the document of interest. If an end-user enters the Name field value as a search term, the associated answer or document will not be returned unless you have also entered the same data in the Keywords field.
Keywords: Similar to keywords in an answer, enter search words or phrases in this field. Use a comma or semicolon to separate words and phrases, or enter each word or phrase on a separate line. You can enter up to 125 characters per search term. After saving your priority words, each word or phrase appears on a new line the next time you edit priority words.
When end-users enter any of these terms, the answer or document will be returned. The end-user must enter the exact phrase as a search term to have the answer or document returned.
For example, if you include a multi-word phrase such as "user conference", the end-user must search on that phrase in order for the priority word to be returned. If you are working with phrases, you should consider including the single words -- in this case, "user" and "conference" -- so that the document will be returned if the user searches on any of words included in the phrase. You could enter the following in the Keywords field:
This would return the priority word if the end-user searches on a single word or some similar phrase that includes one of the words such as "customer conference" or "user forum".
Disabled: You can check this box to make the priority word ineffective. That is, the answer or document will not be returned with the search results based on the priority word configuration. An answer may still be returned with search results if it contains the word used in the search or has that word listed as a keyword in the answer.
Always Show: Check this box if you want the priority word to display for all searches performed from the Answers page. The priority word will display even if the search term does not match any of the keywords or phrases for that priority word. If unchecked, the priority word will display only when a search is performed that includes a word or phrase entered in the Keywords field.
Type: Specify whether the priority word is to be associated with a published answer or another Web-accessible document from a URL.
Answer ID: If the type is set to Public Answer, enter the answer ID to associate.
Title: If the type is set to WWW Document, enter the title to use for the link.
URL: If the type is WWW Document, enter the URL of the document to link to.
Text: This field is optional and allows you to provide a brief description of the answer or document if you want to include more information that just the Summary of the answer or the Title field.
- Click Save.
- In sites utilitizing Customer Portal 3.3.X or later you must ensure that the Answer Results page includes the TopicWords widget. This is not included on the page by default but it can be added with the following widget declaration:
<rn:widget path="knowledgebase/TopicWords" />
- Go to your end-user pages and search on the priority word you configured. Verify that the answer or document displays in the Recommended Links section.