Configuring and Using the Answer Library Content Score

Overview

The content score is a numerical score attached to each Q&A pair in Answer Library, which in its standard form, indicates how current and reliable a particular Q&A pair is. The content score can be tailored to include other attributes, such as custom fields, star rating, etc.

By default, Content Score is determined based on the following attributes.

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

However, it can be customized as per the requirement by adding additional custom fields such as Star Rating.

Configuring Content Score Settings

To configure Content Score, navigate to Organization Settings > Content Library > Preferences. 

Clicking edit icon will display the content score settings:

1. Enable or Disable: Toggle to enable or disable content score.
2. Fields or attributes: Fields or attributes are the criteria to calculate content score for each record in the answer library. By default, content score is calculated based on four fields – Last Reviewed Date, Used Count, Last Updated Date, and Last Used Date.
3. Field Weightage: Assign weightage to fields in accordance with their importance. For example, if you prefer to determine the freshness of the content, give higher weightage to Last Reviewed Date. Determining the weightage depends on how you intend to use the content score.
4. Total Weightage: Total weightage is the cumulative sum of all weightages per field.
5. Add or Remove Fields: Add additional custom fields, or remove fields based on which the content score should be calculated.
6. Submit: To save the changes, click Submit. On every Submit, system recalculates the content score.

Adding Additional Criteria to Content Score Calculation

To add additional criteria for content score calculation, or to remove the default fields, click Add or Remove Fields. Use the check-boxes to add or remove fields. All answer library custom fields of type radio and drop-down will be available for selection.

1. Search: Keyword search to search for fields by name.
2. Select: Filter to show all fields or show only the selected fields.
3. List icon: Click to view the values added to the custom field (in Organization Settings > Content Library > Custom Fields).
4. Save: To save the selection. Please note that at least one field is required to calculate content score.

Content Score Recalculation

Content score will be recalculated on the following events:

• Modifying the content score settings such as adding or removing fields and changing the weightage.
• Content score recalculation Job.
• Individual or bulk update to the custom fields in Answer Library.

Configuring Sub-Factor Weightage 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 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 custom field from content score calculation.

If sub-factor weightage is not configured, system alerts the user with a red alert icon as shown in the image below.

Show or Hide Content Score in Answer Library

Metadata snippet can be customized to show or hide content score. To hide, 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 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.