How You Associate Answers to Guides

In order for your agents to search for guides effectively, you must understand how guide searching works and manage your content accordingly.

Because guide content (such as question text) is highly contextual and not wholly descriptive of a topic, it is not indexed for searching. However, answers associated with each guide are very relevant to searching, so the content of those answers is indexed. For this reason, when a search is performed, the results are based on the content of associated answers, not on the content of the guides themselves. For example, searching for the product Phones will return guides that are associated with answers set to that product.

Therefore, in order for a guide to be searchable, you must associate it to an answer. And so that it can be searched for intuitively, the answer content must be relevant to the topic addressed by the guide.

There are two ways to associate an answer to a guide.

• How You Find Guides Associated to Answers
• How You Select a Guide from the Guided Assistance Field on an Answer

Note: You do not need to associate the answer with a guide if the answer is already associated with a response in the guide. For procedures detailing how to add fields, controls, and relationship items to workspaces, and how to create workspace rules, see Overview of Workspaces.