Recommended Answer Table

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

svc_rec_answer

id

string

Records a viewed answer

dateCreated

date

dateModified

date

createdBy

string

modifiedBy

string

docType

enumerated

code=10001
value=solution

code=10002
value=document

code=10003
value=PDFDocument

solutionID

string

solution
Version

string

title

string

exceprt

contextId

url

ticket

ticket

A recommended answer is not 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

state

enumerated

code=10001
value=Suggested

code=10002
value=Helpful

code=10003
value=Rejected