How are "Related Knowledge Base" articles selected when a ticket is raised?

[Mark Higgins]

Hello,

We have just come across a ticket, where the word Dishonor was in the Summary, and there are documents in the KB that have the Dishonor tag, and yet 3 non-related articles turned up and the one we knew was there didn't?

How does Service Desk make that list?

Thanks

mark

[Jack Brickey]

Hi Mark, I will share what I know and observed. Please note that I am on Cloud so my world is different but hopefully some of it applies.

• the suggestions are using key words and my experience is to place these key words in the title as that has provided me with the best results. So breaking up big KB into smaller bits is often best. 
• the results only offer three hits which is unfortunate
• in cloud you can control article suggestions by categories which helps I think - how-do-you-automatically-present-articles-to-customers-in-a-request . Note i did a quick look in the server docs but did not see this option.

wish I could provide you something more definitive.