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Knowledge Article Recommendations in HR Help Desk

edited Oct 24, 2024 2:58PM in Help Desk 5 comments

Summary:

Hello Experts,

I hope you're doing well.

I’ve observed that Knowledge Articles are being recommended in Help Desk Requests in what appears to be a random order within the HR Help Desk. Could you please advise on how we can manage or control the recommendation of Knowledge Articles ? Additionally, is there an option to disable this functionality if required?

Please refer to the attached image for further details.

I’ve also noticed that when two different Help Desk Requests are created with the same title, category, and description, different Knowledge Articles are recommended in each case. Could you provide insights on why this inconsistency occurs?

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