This documentation supports the 9.0 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Displaying popular articles

This topic explains how popular articles are displayed in the Popular Articles pane in the Request Entry console. The following information is provided:

How popularity is determined

The popularity of an article is determined by a formula that takes the following factors into consideration:

  • Feedback rating
  • Number of times the Use button has been clicked
  • Number of times the article has been viewed

You can also manually add an article to the Popular Articles pane by setting the Favorite option to Yes in the article Feedback tab. Favorite articles appear at the top of the popular articles list. For more information, see Tagging a knowledge article as a favorite


 For articles created before version 8.0.00, you can run an escalation to calculate popularity.

Related topics

Search result relevance

Tagging a knowledge article as a favorite

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