Map an article to a context to control when and how it is displayed.
Prerequisite: Context categories must first be created for your account, as described here.
Once your categories have been created, follow these steps:
- Go to Knowledge > All Articles and create a new article or open an existing one.
- Below the title of the answer, click on a context category to display a list of options.
- Select one or more values from the drop-down list.
- Repeat as required for each context categories.
- Publish the article.
TIP: You may want to create additional context combinations for the same question and modify the answers for each variation. Use the Variations feature, as described here. For example, an article's title (which is a single question) may have several answers, each of which is mapped to one or more contexts. For example, for the question "How do I change my reservation?" one answer could be mapped to flights and another could be mapped to hotels and cruises.
How to use context in user search
If you have a conversational knowledge base and you use a context category where detecting the context from user search is enabled, you can add a phrase that includes an example context value and map it to the context category. For example, if you have IT products as a context category named "Product" and you create article variations for “how do I change my password”, you can add and map one or more phrases as shown below:
For information on how to enable detecting context from user search, see What are Bold360 ai Contextual Answers?.