Train the similarity solution for similar knowledge articles

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Train the Similar Knowledge articles for UR solution definition to identify and predict knowledge articles using the short description. When an agent opens a universal request, similar knowledge articles are displayed in the Related Search section of the Universal Request record.

    Vorbereitungen

    Role required: admin

    Ensure that you have installed Predictive Intelligence (com.glide.platform_ml) and Predictive Intelligence for (com.snc.universal_request.ml) plugins are activated.

    Hinweis:
    A minimum of ten thousand records are needed to train the classifications.

    Prozedur

    1. Navigate to All > Predictive Intelligence > Similarity > Solution Definitions.
    2. In the Similarity Definitions list, search for and select the Similar Knowledge articles for UR (ml_sn_sn_uni_req_global_similar_knowledge-articles-for-ur) solution.
    3. On the form, verify the default field values and customize the solution as required.
      For more information about the Similarity Definition form fields, see Create and train a similarity solution.