Hot Solutions are identified when a hotScore is associated with the solution. The hotScore is rated according to the following formula:
hotScore= (useCountWeight*hotUseCount)+(viewCountWeight*viewCount)
useCountWeightis provided using the admin option specified in theAgentHSUseCountWeightsite option.hotUseCountis theuseCountproperty on the solution and is incremented every time a solution is linked to a ticket.viewCountWeightis provided using the admin option specified in theAgentHSViewCountWeightsite option.viewCountis theviewCountproperty on the solution and is incremented every time a solution is viewed.
To configure the hot solutions panel:
Open the BCC > Service Admin > Service Admin Configuration >
ServiceProject> Service Center > Global Service Center Settings > > Helpful Panels page.Configure the number of solutions to display. Users can override this default in their preferences.
Set the default topics that appear in the Hot Solutions panel. You can select All Topics or select from the list of available topics. Users can override this default in their preferences.
Note: The Best Bets list is the same as the Hot Solutions list, but is restricted to solutions also marked as best bets.
