The following provides information on the RecommendedAnswer
item. A recommended answer is almost identical to a viewed answer except the answer has been recommended as a solution to a problem. Agents can create recommended answers by linking an answer to the current ticket. Customers can create recommended answers by providing positive feedback about an answer. Recommended answers track which documents and solutions are most helpful.
Table | Property | Data-Type | Description |
---|---|---|---|
|
| string | Records a viewed answer |
| date | ||
| date | ||
| string | ||
| string | ||
| enumerated | code= code= code=10003 | |
| string | ||
| string | ||
| string | ||
| |||
| |||
| |||
| ticket | A recommended answer isn’t required to be associated with a ticket - they can be created during Self Service sessions. The recommended answers are used to compute solution use count and must track every time the solution (or document) solves a problem | |
| enumerated | code= code= code= |