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Ability to have more than 1 synonym on a line
It would make creating them easier and not require them listed individually line on line. Instead having them comma separated to allow lists of them making it more efficient and quicker to manage. Raised by customer RDASH during upgrade project.0 Reviewed by Alemba Product Manager
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Add Profile to Knowledge Matching
We use profiles to group KAs according the regional support desk that uses them. Not all KAs are relevant to all Desks so being able to limited the search to the KAs used by the Desk the Analyst works in would be very helpful. Otherwise they are s...0 Reviewed by Alemba Product Manager
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Default setting for search by call type in KB matching panel
Currently the default is not to search call type for KB match. This was the default in v9 in the service window. By having only text as default, you get a lot of false positives, making the panel mostly noise. Having a system setting to enable thi...0 Reviewed by Alemba Product Manager
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Include Bulk Update capability for Knowledge Administration
When doing knowledge administration on hundreds of articles, a bulk update capability that would allow moving articles between profiles and types, and updating other data in bulk would be extremely beneficial
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Reviewed by Alemba Product Manager