Personalization is not Working as Expected
about 14 years ago
| Article no. 1868
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THIS ARTICLE APPLIES TO:
Knowledgebase version 8.3.2
ISSUE DESCRIPTION:
The My Last Searches and My Latest Articles Viewed in the Personalization Tab and the Top Favorite Articles on the Portal search page list articles in way that may not be intuitive.
ROOT CAUSE:
Due to the way in which the personalizations are weighted (most recent and number of times accessed), it is not unusual for the most recently viewed article not to appear at the top of the My Latest Articles Viewed list.
SOLUTION OR WORK AROUND:
The results displayed in the Personalization tab are weighted by two criteria:
- How recently the article was viewed or the search was performed.
- How many times it has been viewed/searched compared to the other items in the list.
AFFECTED SYSTEMS & USERS:
Customers using a personalized Portal who are viewing the My Last Searches and My Latest Articles Viewed sections.
ADDITIONAL INFORMATION:
Please note that while My Favorite Articles and My Last Searches will update immediately in the Personalization tab, the My Latest Articles Viewed section relies on the scheduled task KBUpdateArticleVisit to execute and will update as frequently as that scheduled task fires.
ESCALATION PROCEDURE:
If you have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.