(New UI) Configuring and Using the Content Library Content Score

Overview

The content score is the numerical score attached to content in the Content Library. In its standard form, it indicates how current and reliable a particular piece of content is, based on the criteria set by the user.

By default, the content score is determined based on the following fields (or attributes):

• Last Reviewed Date
• Last Used Date
• Last Updated Date
• Used Count

However, it can be customized to include Dropdown or Radio type custom fields as well. See (New UI) Creating Custom Fields in the Content Library for more information on creating custom fields.

The content score is recalculated when:

• Modifying the content score settings, such as adding or removing fields or changing the weightage.
• Individual or bulk updates are made to the custom fields in the Content Library.

Tracking Changes to Content Score Settings

All changes to content score settings are tracked in organization activities.

• Content Score Calculator Process: This activity is recorded when a user submits changes in the content score settings, when the score recalculation job executes based on the schedule, and when the content score custom field has been updated in the Content Library. This process updates the content score based on the criteria specified in the settings.
• Range Calculator Process: Whenever the content score is recalculated, field ranges are also recalculated (Last Modified Date, Last Reviewed Date, Last Used Date, Used Count, and Star Rating). Based on the range, sub-factor weightages are determined and taken as the basis for content score calculation.
• Edited Content Library Content Score: This activity tracks changes to content score settings.

See (New UI) Viewing Content Library Activities for more information on tracking activities.

Go to Organization Settings > Content Library > Preferences, then scroll down to the Content Score section and click the Edit icon to display and adjust the content score settings.

• Content Score toggle: Use the toggle to enable or disable the content score.
• Fields: The fields (or attributes) listed here are the criteria used to calculate content score for each record in the Content Library.
• Add or Remove Fields: Add additional custom fields, or remove existing fields, based on how you want the content score to be calculated. At least one field is required to calculate content score.
  • Use the Search field to search attributes by name.
  • Select Show All Fields or Show Selected Fields from the Filter drop-down.
  • Check the boxes in front of the fields to add or remove them.
  • You must click Save to save your changes.
• Weightage (%): Drag the slider to assign weightage to fields in accordance with their importance. Determine the weightage based on how you intend to use the content score (for example, give a higher weight to the Last Reviewed Date to prioritize the freshness of your content). If weights are not configured, an alert displays and you can’t continue.
  Note: If you added additional custom fields using the Add or Remove Fields option, weightages for sub-factors must be configured for those values. See the Configuring Sub-Factor Weightage for Custom Fields section below for more information.
• Total Weightage: Lists the cumulative sum of all weightages per field. This amount must equal 100%.
• Click Submit to save your changes.

Configuring Sub-Factor Weights for Custom Fields

After adding additional custom fields, weightages for sub-factors must be configured for the custom field values. The sub-factor weightage value can only range from 0 to 10. To update sub-factor weightage, click the icon.

1. Represents the Custom Field Name.
2. Referred to as Sub-Factors. Indicates the custom field values.
3. Referred to as Sub-Factor Weightages (SFW) that range from values 0 to 10. Assign weightage to sub-factors in accordance with their importance to content score with 10 being the highest and 0 the lowest.
4. To show and hide sub-factors and sub-factor weightages.
5. To remove a custom field from content score calculation.
   
   

If the sub-factor weights are not configured, a red Alert icon displays and you can’t continue.

Showing or Hiding the Content Score

Use the Content Score checkbox in the Metadata snippet to show or hide the content score.  To hide it, clear the checkbox associated with Content Score from Customize Metadata section.

Tracking Changes to Content Score Settings

All changes to content score settings are tracked in Organization Settings > Activities.

• Content Score Calculator Process: This activity is recorded when the user clicks Submit in content score settings, OR when the score recalculation job executes based on the schedule, OR when the content score custom field has been updated in the Answer library. This process will update the content score in Answer Library based on the criteria specified in content score settings.
• Range Calculator Process: Whenever content score is recalculated, system also recalculates ranges for fields – Last Modified Date, Last Reviewed Date, Last Used Date, Used Count, and Star Rating. Based on the range, sub-factor weightages are determined and taken as basis for content score calculation.
• Edited Answer Library Content Score – This activity is to track changes to content score settings.