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The knowledge base suggests too many articles

We have a knowledgebase (Confluence space) set up to help agents solve common problems. It's not accessible to customers.

Most of the articles in the knowledge base contain the product name, and so do most of the tickets. This means that every article is suggested in every ticket, making the knowledge base useless.

We have tried to use labels to narrow it down, but it doesn't help. Is there any other way to make the article suggestions smarter? 

Removing the product name from the articles is not an option. 

1 answer

1 vote
Dan Breyen
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Sep 28, 2023

Hi Emma, under Project Settings for your JSM Project, there's a Knowledge Base setting.  There is a line about 'Control article settings' that lets you control what labels go with your Service Request Forms.  Have you tried that?

I don't have enough KB articles for that to matter, so I'm not using it, but wanted to bring it to your attention.

Hope that helps.

Thanks, but the caption says the setting "can help your customers as they fill in a request form" and these articles is not for customers so I think that's something else.

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