How SearchUnify identifies article versioning?

Saurabh Jain

• December 21, 2019 12:42

If an article linked to an incident is updated, will agent be able to search the version of the orginial article linked to the incident.
Does SearchUnify captures the screenshot of the different article versions.

Related to

• search relevancy
• content sources

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  Sumit Aggarwal

  • December 23, 2019 05:57

  If any article is updated, then the search will itself identify the changes. The updated article will reflect the updates after re-indexing happens for the content source (with whatever frequency Admin has scheduled).
  If a new article version is created with the same title, then the agents will get the latest article higher in the search results (using the sort by created date option). And yes, the all the versions of new articles are indexed separately and maintained.
  Example: Let's say every quarter or semi-annually a new release for a product is made and content is also created around the same. Then the newer version will get more weightage at the time of search query, based on the relevancy and boosting mechanisms that you can set for the content type/sources.

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  Saurabh Jain

  • December 23, 2019 07:03

  @... said in How SearchUnify identifies article versioning?:
  > product
  
  If Agent B wants to check which version of an article was used by Agent A to solve the case, How will he be able to find out?

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  Sumit Aggarwal

  • December 24, 2019 04:28

  Saurabh Jain Yes this is possible using our Agent Helper application. It shows up all the articles which Agents have shared/attached with a case for resolution. If it's a similar case then the article suggested could be another version of the same article. You can find more information here: https://docs.searchunify.com/Content/Addons/Agent-Helper.htm?TocPath=Addons%7C_____5

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  Esha Tanwar

  • July 27, 2020 14:11

  Thank you for the information.

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