Why do users only see SmartAssistant pop-up windows prior to using their browser's back button or viewing multiple answers?
SmartAssistant, February 2012 and later releases
Beginning with the February 2010 release, the default behavior of SmartAssistant is slightly different in regards to the Ask a Question functionality in the Oracle Service Cloud application. SmartAssistant has been changed to not present users with answer suggestions if they have already performed a search or have viewed two more answers. Generally, these actions can be accomplished in conjunction with using the browser's "back" button so its usage is mentioned here as well.
This behavior can be changed by configuring the SmartAssistantDialog widget from its default settings. For instructions on this, refer to the 'Configuring the SmartAssistantDialog widget' section in online documention 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.