KnowledgeQuery

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

svc_query

id

string

Records a search request for a problem session or a favorite search

queryDate

timestamp

queryType

enumerated

Attribute useCodeForValue value is false by default

code=10010
value=sessionQuery

For queries that occur during a knowledge session:

code=10020 value=favoriteQuery

browseTopicID

string

Attribute useCodeForValue value is false by default

code=10010
value=similar

code=10020 value=structured

code=10030
value=query

code=10040
value=browse

code=10050
value=matchingstatements

svc_query_pred

predicates

Set

Additional query constraints

 
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