1. Administering Knowledge Advanced
  2. Review the Tuning Results

Review the Tuning Results

You can review the tuning changes you made to determine whether they improved the search results by comparing the number and quality of the results returned before tuning and after tuning.

  1. At the Tune Question window, click Next or click Review Search Results at the top of the screen.

    The Review Search Results window opens with the tuned question.

  2. Click the checkbox next to Search Results After Using the Tuned Question.

    Selecting this check box displays recent search results after using the tuned question. The checkbox is unchecked by default, which improves the speed of the MSQ tuning flows.

  3. To understand how results change after tuning, you need to review the search results before tuning. Click the Search Results Before Changes link to view and compare the search results before you tuned the question.

  4. Review the search results after tuning the question in the Search Results After Using the Tuned Question pane.

    • The Improved? column shows an up arrow or down arrow next to a search result, which means the answer moved up the list of results (improved) after tuning, or moved down the list (demoted) after tuning. A dash means that the answer stayed in the same position after tuning.

    • The Result column shows the search results for the tuned question.

    • The User Click-Through column shows the number of times users viewed the search result in the Customer Portal. Users viewed answers with a higher click-through more often and viewed answers with a lower click-through less often. You can use this information to help assess how to position answers in the results list.

      Generally, when more answers with higher click-throughs are promoted, or moved up the result list, the tuning had a positive impact. When more answers with lower click-throughs are moved up the result list, this can indicate that the tuning had a negative impact.

  5. You can review the tuning changes for this question in the Change Summary panel, and review any notes in the Tuning Notes panel.

  6. If you are satisfied with the review, click Publish to save and publish the changes.

    If you want to analyze your changes, click Next.