ATG Service tracks the research performed on a problem by both customers and agents. When the problem is escalated as a ticket the agent can review the search history, documents and solutions that were considered and any documents or solutions that have already been suggested.
The ServiceSharedRepository is a non-versioned repository that is read by both the Knowledge Manager and Self Service servers. Solution repository items are stored in the ServiceRepository and are deployed to Self Service using deployment. Some solution properties are computed and are stored in the ServiceSharedRepository.
The following solution properties are computed:
recommendedAnswers– a list of all therecommendedAnswerrepository items associated with the solution listed from the most recent association to the least recent association. Every time an agent links a ticket to the solution or a customer provides feedback that a solution solved their problem, arecommendedAnsweris created. The recommended answer includes a link to a ticket if one was available when the recommended answer was createdsolutionRelevance– ThesolutionRelevanceitem tracks statistics about the solution including the use count (i.e. the number ofrecommendedAnswers), the view count, and some scores computed from the use count and view count. These scores are used to order the hot solutions list, top solutions list and best bets liststopicPath–the IDs of the Topic repository items in theTopicRepository. ThetopicPathproperty provides a way to reference a set of topics to associate with a solution when importing seed solutions with the Repository Loader
