Question Answering in My Knowledge

At the top of your knowledge search results you may now see an AI-generated answer to your question at the top of your search results. 

Golden answer in Help Desk Requests

Golden answer in Help Desk Requests

Now getting an answer to your question is faster than ever!  Just ask your question and you may have to go no further, the answer will be displayed right at the top of the search results.

Steps to Enable

This feature requires that the following have already been enabled:

  • Knowledge with Redwood User Interface (requires promo code)
  • Use Generative AI features in Service (requires promo code)

Additionally, once these features are enabled, and there are live knowledge articles, the ORA_CSO_GEN_Q_ANSWERING profile option will need to be set to a value other than Off. 

The following steps are optional configuration that can be reached when extending the knowledge-search-page fragment.  These variables are available:

  • minQuestionLength - defaults to 3 - generation of an answer will only be attempted when the user's question contains at least this many words.  If you do not wish to use this feature, but do still want it to work in DCS/Field Service/Chat then you can set this variable to a very high number.  
  • minSearchScore - defaults to 0.75 - this only applies if you have semantic search enabled and it meant to ensure that answers are only generated when there is a high-confidence search match.

Tips And Considerations

If you enable this feature for very short questions you may see a higher occurrence of attempted generation that ultimately does not lead to anything being displayed.  This would be be due to their being an insufficient match in your top result.  Additionally, if your articles are extremely short and ORA_CSO_GEN_Q_ANSWERING is set to something other than small, there may not be enough content found to generate an answer, leading to golden answer not being displayed.  

Also note that this feature only works with native knowledge articles currently, meaning that if the top search result is an attachment or asset, no answer generation will be attempted.

Answers generated for this feature are specific to the permissions of the user for whom they are generated.  This means that they can contain information which is secured by user groups if that user has user groups assigned through their roles.

In Service Center a share button will be present on the generated answer that works in the same way as the other share buttons on the search results page.  This means that if you have enabled the feature which attempts SR response generation on share, it will apply to this share as well.  Note that the SR response generation employs a different prompt that the question answering and is limited to content that is available to Everyone.