You can set defaults for the helpful panels that appear on the right side of Service Center interface.
Open the BCC Home page > Service Administration> Service Administration Configuration >
ServiceProject> Service Center > Global Service Center Settings > Helpful Panels page.Enter the number of Recently Viewed documents to be displayed in the helpful panel.
Enter the number of recent search criteria to be displayed in the helpful panel. These panels are designed to give users quick access to useful information and serve as quick navigation to other tabs.
Configuring Hot Solutions
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 administration option specified in theAgentHSUseCountWeightsite optionhotUseCountis theuseCountproperty on the solution and is incremented every time a solution is linked to a ticketviewCountWeightis provided using the administration option specified in theAgentHSViewCountWeightsite optionviewCountis theviewCountproperty on the solution and is incremented every time a solution is viewed
To configure the hot solutions panel:
Open the BCC Home page > Service Administration > Service Administration 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.
