Can I manually match an answer to another answer's Learned Links / Related Answers results?
You can manually create relationships between answers that display on your end-user pages. You can also view answers that the application determines to be related to an answer based on end-user paths and viewing patterns.
The Related Answers feature in Oracle Service Cloud takes into account the score, keyword searching, phrases and natural language used in the Question and Answer fields as well as end-user activity when viewing multiple answers within a session.
Note: If you wish to link directly to another answer from within the content of an answer, you can add a link directly to another answer from within the Answer field. For information about creating a link directly to another answer, refer to Answer ID 411: Creating a link to a public answer from another public answer.
Manually-related answers: When editing an answer, the Manually Related Answers section on the Relationships tab allows you to select specific answers to display at the bottom of the end-user page when the answer is viewed. On the end-user pages, manually related answers are listed under the heading Answers others found helpful.
The list of answers in the Manually Related Answers section is not subject to automatic updates based on end-user activity or link data within the application. The answers listed in this section are maintained manually by adding or removing answers or promoting answers from the Learned Link section.
Manual relationships are not reciprocal between the answers. That is, if you open answer 5 in your site and add answer 10 to the Manually Related Answers section, this does not automatically add answer 5 to the Manually Related Answers section in answer 10. If you wish to have the manual relationship established both ways, you must open answer 10 and add answer 5 as a manually-related answer.
System-related answers: The Learned Links section on the Relationships tab displays answers that are related to the answer as determined by the application based on end-user link activity. On the end-user pages, answers listed in the Learned Links section of an answer display under the heading Users who viewed this answer have also viewed.
The Learned Links feature operates the way Related Answers did in previous versions where the application determines relationships and patterns between answers based on end-user activity.
Answers listed in the Learned Links section are subject to change based on additional end-user activity.
Promoting learned link answers: If you wish to ensure that an answer listed in the Learned Links section remains associated with the answer, you can promote that answer to be listed in the Manually Related Answers section and enforce a specific relationship between the answers.
On the Relationships tab, highlight the answer and click Promote. The answer is removed from the Learned Links section and added to the Manually Related Answers section. Note that once an answer is promoted, you cannot demote it back to the Learned Links section
Blocking learned link answers: If you determine that an answer listed in the Learned Link section should be removed, highlight the answer and click the Block/Unblock button. The answer is updated to display Yes in the Blocked column of the table. When you save the answer, that answer will no longer display in the "Users who have viewed this answer have also viewed section" of the end-user pages.
If you determine at a later time, that the learned link answer should no longer be blocked, highlight the answer and click the Block/Unblock button and save the answer.