KB Article as Sticky
Description:
Agent can mark a KB Article as 'Sticky' to bring back the article on top in Self-Service Interface KB searches
Question:
What is the purpose of marking a KB Article as Sticky?
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Sticky Solution refers to a KB Article in the Knowledge base which is universally applicable or having applicability in numerous situations. When suggesting or approving a KB Article in the knowledge base, the Service Desk Agent or the Administrator can mark a KB Article as Sticky Solution. So, once it is marked as sticky, it will appear above all the KB Articles on the Self-Service Interface. For example you have two different KB articles for System errors.Both KB articles are related to the Categorization - Desktop >> System ErrorSolution 1 is a more generic error, so typically you may mark this KB Article as Sticky.Solution 2 is NOT marked as StickyNow if a Self-Service User searches for a KB Article using search criterion of Categorization - Desktop >> System Errorthen the search result will bring back all the KB Articles which match this criterion, but the Sticky KB Article Solution 1 will appear on the top of the search results.This holds true only for the Self-Service Interface. It does not impact the search results for Agents.
TechId: TEC000003869
Keywords: Cloud Service Management; KB articles; search