Data 360: Resolving Single Result Issues in Knowledge Answer Prompt Templates

Common Cause

The Knowledge Answer prompt template in Prompt Builder includes internal post-processing that occurs after the Retriever is executed. This process uses the Source Record Id attribute to identify and distinguish individual records.

If the Source Record Id is not included in the "Fields to Return" in your Retriever settings, the system cannot uniquely identify each record. Consequently, during this internal handling, multiple records are treated as duplicates and aggregated into a single result.

Note: This behavior is specific to the Knowledge Answer template. Flex Templates do not involve this particular post-processing and will display multiple results regardless of the Source Record Id configuration.

Resolution

To resolve this, you must explicitly include the Source Record Id in the Retriever's returned fields. Follow these steps:

1. Navigate to Data 360 and select the Retrievers tab.

2. Select the name of the Retriever you wish to modify.

3. Click Edit Retriever to open the configuration wizard.

4. Proceed to the Set Up Results (or Field Selection) screen.

5. In the Fields to Return list, expand the Chunk object under Related Attributes.

6. Locate Source Record Id and add it to the Selected Fields column.

7. Save your changes and update the Retriever.

Verification:

After updating the settings, return to Prompt Builder and preview the template. Verify that multiple records (e.g., Opportunity data) are now correctly populated within the prompt.