Selecting keywords for trouble codes

To be able to efficiently work with trouble codes, a keyword search is required. After creating or changing a trouble code, you can open a list of suggested keywords for the trouble code using the Select function of the Keywords field. The system then determines these suggestions by reading, evaluating and finally validating the contents of the Keyword, Trouble area, Trouble type, Removal (short) and Removal (long) fields against an include and an exclude list.

The list of suggestions also opens automatically when you Save after creating a trouble code. In the Selected column of the suggestions, you can decide which of the suggested keywords you want to accept and which ones you don’t. The Frequency column serves as a decision aid. It informs you about the words that appear most frequently in the trouble code text. After confirmation with OK, all selected keywords are applied to the keyword field of the trouble code form.

Admin: Maintaining the include and exclude lists is the administrator’s task (Administration / Service / Keywords - exclude / include).

The exclude list causes specific words, e.g., articles such as "the" and "a", not to be suggested as keywords.
The include list causes specific words to be already preselected in the list of keyword suggestions. This feature makes it easier for the agent to evaluate the suggested keywords. Add especially those terms to the include list that are often searched for in the FAQ data stock.