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)
useCountWeight
is provided using the admin option specified in theAgentHSUseCountWeight
site option.hotUseCount
is theuseCount
property on the solution and is incremented every time a solution is linked to a ticket.viewCountWeight
is provided using the admin option specified in theAgentHSViewCountWeight
site option.viewCount
is theviewCount
property 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 >
Service
Project
> 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.