Merge Similar Answers

You can effectively manage the answers in your knowledge base by merging similar answers or merging the content of one answer with another answer.

In addition, merging answers also merges any conditional sections. Conditional sections display as text in the appropriate fields of the answer.

Answers can be merged with similar answers found in the knowledge base by using Smart Merge. Smart Merge helps you to identify similar answers and merge them. Merging answers provides your customers with more complete information and can help you eliminate duplicate answers.

Note: Smart Merge relies on the configuration settings used for the SmartAssistant feature. Changing these configuration settings may change the weight given to the relevant answers displayed for both Smart Merge and SmartAssistant.

1. Right-click the answer on the content pane and select Open.
2. Click the Smart Merge icon (next to the Search icon) on the toolbar.
   
   
   
3. Enter field information.

   Smart Merge Window

   Field	Description
   Parent Answer	The parent answer is the current answer to which you are merging an answer. This field displays the summary of the open answer.
   Include in Search	Define your search criteria with any of these areas of the answer. All options are selected by default.
   Summary	Select this check box to search the Summary field for answers you can merge.
   Keywords	Select this check box to search the Keywords field for answers you can merge.
   Question	Select this check box to search the Question field for answers you can merge.
   Answer	Select this check box to search the Answer field for answers you can merge.
   All	Select this option to return all answers, regardless of status.
   End-User Visible	Select this option to return only public answers.

4. Click Refresh.
   The results display on the Smart Merge window. The matched answers are sorted by relevance.
5. Click Action next to each answer you want to merge, and select from the merge options.

   Merge Answer Options

   Option	Description
   Merge	Select this option to merge the answer with the answer you are editing.
   Merge and Make Private	Select this option to merge the answer with the answer you are editing and set the status to Private. A warning prompts you to verify the action.
   Merge and Delete	Select this option to merge the answer with the answer you are editing and then delete the answer after it has been merged. Caution: Selecting this option permanently deletes the selected answer from the knowledge base. Use caution when selecting this option.
   Show	Select this option to view the answer in a separate window before you merge it with the answer you are editing.
   Cancel	Select this option to cancel the current selection.

   Tip: After you select an option, the underlined text next to the answer changes. For example, if you select Merge, the text changes from Action to Merged.
6. Click Close to close the window and return to the answer.
7. To view the merged answer as it displays on the customer portal, click the Quick Preview tab.
8. Click Save.