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Environment:
SmartAssistant, Oracle B2C Service August 2015 and newer
Resolution:
The August 2015 release of Oracle B2C Service incorporated some changes to the way searching is handled in SmartAssistant, including the functionality to simultaneously search answers from the knowledge base and social questions from Community Self Service. By default, SmartAssistant suggests 60% answers from the knowledge base and 40% social answers. Changing the value of the configuration setting SA_RESULTS_COUNT_RATIO will allow you to modify the results. Specifically, setting the value to "100A:-S" will prevent SmartAssistant from ever displaying social results.
The configuration setting SA_RESULTS_COUNT_RATIO is located in folders: Common > Knowledge Base > SmartAssistant. You may also select to search by Key. More information on how to locate and edit configuration settings is available in Answer ID 1960: Editing configuration settings.
The expandable section below contains detailed information about usage options. It is simply a copy of the description of the variable found within the configuration settings tool in the Oracle B2C Service console. Note that when the description refers to "desired" or "requested" rows, it can be taken to mean the value from SA_NL_MAX_SUGGESTIONS.
Click the next to the appropriate heading below to expand that section for viewing.
August 2015 - November 2015