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Effect on answer score by end-user and staff activity
Answer ID 574   |   Last Review Date 12/19/2018

How is the score of an answer affected by end-user and staff activity?

Environment:

Answer Score / Rating

Resolution:

By default, the answer score feature allows you to have up to 5 response settings for your end-users to rate how well a public answer met their needs and expectations. This allows for a more precise ranking of your answers than is possible on a simple Yes/No basis.

The default labels for the solution ratings are percentages (100%, 75%, 50%, 25%, and 0%). These options can be modified by editing the associated message bases. For more information on editing message bases, refer to Answer ID 383: Determining Which Message Base to Edit.

When your site visitor views an answer and selects a solution rating, the score value is adjusted based on the rating value. You can specify the number of solution ratings by editing the ADP_SC_NUM_OPTIONS configuration setting.

Smart Assistant also modifies score values as it tracks customer sessions through the site. The score values are modified whenever an answer is visited, regardless of whether or not the visitor entered a solution rating. The specifics of this functionality is considered proprietary and is patent-protected. It is important to know, though, that this use of answers can affect the overall ranking of the answers listed on your site.

The score is affected by activity on the end-user pages. Viewing a public answer from the administration pages does not affect the score. However, if your agents append a link to an answer using the Suggested Solution feature in an incident, the score is increased.

 

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