1. Implementing Knowledge Management with the Redwood User Experience
  2. Enable AI Question Answering in My Knowledge

Enable AI Question Answering in My Knowledge

My Knowledge can display an AI-generated answer at the top of the search results (and a "golden answer" in Help Desk requests), giving users a concise response without opening the article.

To enable this option:

  1. In Setup and Maintenance, click the Tasks icon, search and select Manage Knowledge Generative AI Profile Options.
  2. Click ORA_CSO_GEN_Q_ANSWERING.
  3. Set Profile Value to Small, Medium, or Large based on how long you want the answer to be.
  4. Click Save and Close.

Optionally, you can fine-tune the AI-generated answer using the following variables by extending the knowledge-search-page fragment:

  • minQuestionLength (Default is 3): Only attempt generation when the query meets this word count. If you don’t want AI answers in My Knowledge but want them in other channels such as DCS/Field Service/Chat, set minQuestionLength to a high value.
  • minSearchScore: (Default is 0.75) Applies when semantic search is enabled. It helps ensure that answers are generated only for high-confidence matches.
Tip:
  • Short queries can trigger more attempted generations that display nothing when the top result is not a good match.
  • If articles are very short and ORA_CSO_GEN_Q_ANSWERING is not set to "small," there may be too little content to generate a golden answer.
  • The feature currently works only with native knowledge articles. If the top result is an attachment or asset, no answer is generated.
  • Generated answers are based on the user's permissions and can include content secured by user groups assigned through the user's roles.