Add Answer Details
The Details tab contains information associated with the selected answer. You can use the Details tab to control the display position on the customer portal, notify subscribers of changes to the answer, and define the review and publish dates for the answer.
Enter field information.
| Field | Description |
|---|---|
| *Display Position | Click this drop-down list to determine the answer display position on the customer portal. |
| Historical Usefulness | Select this option to use customer feedback to adjust the ranking of the answer. |
| Place at Bottom | Select this option to place the answer at the bottom of the list by changing the score to be equal to the lowest answer score. The score is then adjusted as the solved count changes over time. |
| Place at Middle | Select this option to place the answer at a level that is 50% of the highest answer score. The score is then adjusted as the solved count changes over time. |
| Place at Top | Select this option to place the answer at the top of the list on the Answers page by changing the score to be equal to the highest answer. The score is then adjusted as the solve count changes over time. |
| Fix at Bottom | Select this option to permanently fix the answer at the bottom of the list on the Answers page by changing the score to be equal to the lowest answer score. The answer score will not increase or decrease over time. |
| Fix at Middle | Select this option to permanently fix the answer at a level that is 50% of the highest answer score. The answer score will not increase or decrease over time. |
| Fix at Top | Select this option to permanently fix the answer at the top of the list on the Answers page by changing the score to equal the highest answer score. The answer score will not increase or decrease over time. |
| Review On | Click this drop-down list to access a calendar and select a date to set the answer to the Review status. Use the left and right arrows at the top of the calendar to select the month, and then click a day. |
| Guided Assistance | Click this button to open the Select a Guide window, which lets you
select a guided assistance guide
to associate with the answer. Note: The Guided Assistance button does not display
unless your administrator has enabled guided assistance. |
| Notify Subscribers | Click this drop-down list to select an option for notifying subscribers when the answer is updated. Options include Do Not Notify, This Hour, End of Today, End of This Week, and End of This Month. |
| Publish On | Click this drop-down list to access a calendar and select a date to publish the answer. Use
the left and right arrows at the top of the calendar to select the month, and
then click a day. On the selected date, the answer status will change to Public, and the answer is available to customers. When an answer status is set to Private, the Publish On date is cleared. |