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Data Category Mapping Article Filter Considerations

Veröffentlichungsdatum: Aug 20, 2023
Beschreibung
 
When configuring data category article filters it's important to carefully review the limitations and expected behaviors bullets in the 'IMPORTANT' section of the Filter Articles with Data Category Mapping documentation.

When selecting data category filters users may report that articles with no categories are present in article search results or no articles are returned.
 
Lösung
 
Selecting Data Category filters does not guarantee only articles assigned to categories will be listed in article results and applying filters is not expected to alter or reorganize the sort order of article search results.

Data Category Visibility documentation states, "Users who are not assigned data category visibility by a role, permission set, or profile, only see uncategorized articles" which may result in articles with no Data Category applied appearing in results.

If case details match article content and 'Suggested related articles on cases' is enabled in Knowledge Settings or Use More Case Keywords to Find Articles is configured, articles may be returned even if they have no Data Category applied to them.

It's best practice to apply appropriate Data Categories to any uncategorized articles to help ensure that they are not present in results after applying Data Category filters.

When the same case field is mapped to multiple data category groups with default data categories selected, it may result in no article suggestions displayed with a message:


"No results for "" in Knowledge"


Multiple data category mappings for the same case field is not dynamic and article search filters are applied for each category group and default data category selected regardless of the mapped case field's data.

If articles are not assigned a data category under the default data category selected for each mapped category group then no results would be returned. Consider assigning article's with data categories under the default data category selected for each mapping to surface articles by meeting all of the mapping's resulting search filter conditions or leave the default data category for mapped data category groups as blank.
 
Nummer des Knowledge-Artikels

000384741

 
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