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URL type answers are returned when searching for unrelated keywords
Answer ID 8691   |   Last Review Date 07/08/2019

Why are my URL type answers displayed for searches that are apparently unrelated?

Environment:

Answer phrase searching
Oracle Service Cloud, all versions

Issue:

URL answers are returned when searching for unrelated keywords.

Resolution:

URL type answers are subject to indexing similar to the HTML type answers. When this indexing process occurs, all of the page contents are indexed, not only the part that is visible to the end-users.

What this means is that the ans_phrases table will get populated with keywords that cannot be found in the contents of the page the answer is linking to.

To determine if this is the case, you can examine the page source using a web browser and look for the search terms that are not present in the page contents, but are causing the answer to be displayed on an answer search.

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