The following provides information on the KnowledgeQuery
item. A KnowledeQuery
is captured for every search and browse performed. Knowledge queries are used to track the user’s most recent queries and ticketing activity. The query captures all query predicates so that the query can be replayed by an agent or the customer.
Table | Property | Data-Type | Description |
---|---|---|---|
|
| string | Records a search request for a problem session or a favorite search |
| timestamp | ||
| enumerated | Attribute code= For queries that occur during a knowledge session: code= | |
| string | Attribute code= code= code= code= code= | |
|
| Set | Additional query constraints |