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Answer Ranking / Scoring
Answer ID 2816   |   Last Review Date 07/23/2019

How are answers ranked / scored?

Environment:

Answers
Oracle Service Cloud

Resolution:

The score is calculated from the static score and the solved count from both customers and agents, including a combination of long-term and short-term solved counts. By default, solved counts from the web portal (customer's experiences) account for 75 percent of the score, and agent scores account for 25 percent.  Over time, an answer's solved count gradually declines as it is viewed less frequently.

Answers which have a fixed "display position" will not be affected by algorithms, unless their display position is subsequently changed to a non-fixed position.

The following table summarizes the "display position" settings available:
Field Description
Display Position

Click this drop-down menu to determine the answer's display position on the customer portal.

Historical Usefulness

Select this option to use customer feedback to adjust the ranking of the answer.

Place at Bottom

Select this option to place the answer at the bottom of the list by changing the score to be equal to the lowest answer score. The score is then adjusted as the solved count changes over time.

Place at Middle

Select this option to place the answer at a level that is 50% of the highest answer score. The score is then adjusted as the solved count changes over time.

Place at Top

Select this option to place the answer at the top of the list on the Find Answers page by changing the score to be equal to the highest answer. The score is then adjusted as the solve count changes over time.

Fix at Bottom

Select this option to permanently fix the answer at the bottom of the list on the Find Answers page by changing the score to be equal to the lowest answer score. The answer's score will not increase or decrease over time.

Fix at Middle

Select this option to permanently fix the answer at a level that is 50% of the highest answer score. The answer's score will not increase or decrease over time.

Fix at Top

Select this option to permanently fix the answer at the top of the list on the Find Answers page by changing the score to equal the highest answer score. The answer's score will not increase or decrease over time.


For additional information, refer to the 'Edit the Search Results Page' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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