New knowledge article versions do not inherit search relevance scores instantaneously
Last updated 2017-10-14 ·Reference W-3794934 ·Reported By 3 users
When searching for an Article, results are ordered based on many factors outlined here:
One of these factors is relevancy where frequently viewed or attached articles appear higher in search results.
When a new article version is published, the relevancy of the article may be unexpectedly reset which in turn moves it down in search results order.
1. Create a Knowledge Article
2. Increase its relevancy by viewing it several times and/or attaching it to Cases
Note: This should move the article up in your Knowledge search results
3. Publish a new version of the example article
4. Search for the article again
Actual Results: The article is moved down in the search results after publishing a new version.
Expected Results: The search relevancy for the new article version would be inherited from the prior version or updated immediately when it's published.
There is no direct workaround available to manually move the new version back to its former spot in search results. However, users may:
1. Consider the use of promoted search terms:
2. Perform a fresh page view of the new article version directly after publishing to boost its score.
Is it Fixed?
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