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.