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Configuring and using the Content Library content score

Overview

This feature must be enabled prior to use. Contact your account manager, or accountmanagers@responsive.io, to enable it.

The content score is the numerical score attached to content in the Content Library. In its standard form, it indicates how current and reliable a particular piece of content is, based on the criteria set by the user.

By default, the content score is determined based on the following fields (or attributes):

  • Last Reviewed Date
  • Last Used Date
  • Last Updated Date
  • Used Count

However, it can be customized to include drop-down or radio button type custom fields as well. See Creating Custom Fields in the Content Library for more information.

The content score is recalculated when:

  • Modifying the content score settings, such as adding or removing fields or changing the weightage.
  • Individual or bulk updates are made to the custom fields in the Content Library.

Permissions

Content score settings can be configured, viewed, and modified only by Super Admin, Admin with all permissions, or anyone with Company Settings permission.

Select the applicable tab for your edition of Responsive.

  • Configuring Content Score Settings

    1. Go to Organization Settings > Content Library > Preferences > Other, then scroll down to the Content Score section and click Configuration to display and adjust the content score settings.
      • Content Score toggle: Use the toggle to enable or disable the content score.
      • Fields: The fields (or attributes) listed here are the criteria used to calculate content score for each record in the Content Library.
      • Add or Remove Fields: Add additional custom fields, or remove existing fields, based on how you want the content score to be calculated. At least one field is required to calculate content score.

        • Use the Search field to search attributes by name.
        • Select Show All Fields or Show Selected Fields from the Filter drop-down.
        • Check the boxes in front of the fields to add or remove them.
        • You must click Save to save your changes.
      • Weightage (%): Drag the slider to assign weightage to fields in accordance with their importance. Determine the weightage based on how you intend to use the content score (for example, give a higher weight to the Last Reviewed Date to prioritize the freshness of your content). If weights are not configured, an alert displays and you can’t continue.
        Note: If you added additional custom fields using the Add or Remove Fields option, weightages for sub-factors must be configured for those values. See the Configuring Sub-Factor Weightage for Custom Fields section below for more information.
      • Total Weightage: Lists the cumulative sum of all weightages per field. This amount must equal 100%.
    2. Click Submit to save your changes.

    Configuring sub-factor weights for custom fields

    After adding additional custom fields, you must configure the values and factors for the fields. The factor value can only range from 0 to 10.
    Note: To update sub-factor weightage, click the filter icon.png icon.

    1. Represents the custom field name.
    2. Indicates the custom field values.
    3. Factors range from values 0 to 10. Assign factors to custom field values in accordance with their importance to content score with 10 being the highest and 0 the lowest.
    4. To show and hide custom field values and its factors.
    5. To remove a custom field from content score calculation.

    If the factors are not configured, a red Alert icon appears indicating that this custom field will not be used for calculating content score.

    Showing or hiding the content score

    Use the the Content Score checkbox in the Metadata snippet to show or hide the content score. To hide it, clear the checkbox associated with Content Score from the Customize Metadata section.

    Tracking changes to content score settings

    All changes to the content score settings are tracked in Organization Settings > My Organization > Activities.

    • Content Score Calculator Process: This activity is recorded when a user submits changes in the content score settings, when the score recalculation job executes based on the schedule, and when the content score custom field has been updated in the Content Library. This process updates the content score based on the criteria specified in the settings.
    • Range Calculator Process: Whenever the content score is recalculated, field ranges are also recalculated (Last Modified Date, Last Reviewed Date, Last Used Date, Used Count, and Star Rating). Based on the range, sub-factor weightages are determined and taken as the basis for content score calculation.
    • Edited Answer Library Content Score: This activity tracks changes to content score settings.

    See Viewing Content Library Activities for more information on tracking activities.

  • Essentials features are subscription-based and may not be available for all users. Contact your account manager, or accountmanagers@responsive.io, for more details.

    Configuring Content Score Settings

    1. Go to Organization Settings > Content Library > Preferences > Other, then scroll down to the Content Score section and click Configuration to display and adjust the content score settings.
      • Content Score toggle: Use the toggle to enable or disable the content score.
      • Fields: The fields (or attributes) listed here are the criteria used to calculate content score for each record in the Content Library.
      • Add or Remove Fields: Add additional custom fields, or remove existing fields, based on how you want the content score to be calculated. At least one field is required to calculate content score.

        • Use the Search field to search attributes by name.
        • Select Show All Fields or Show Selected Fields from the Filter drop-down.
        • Check the boxes in front of the fields to add or remove them.
        • You must click Save to save your changes.
      • Weightage (%): Drag the slider to assign weightage to fields in accordance with their importance. Determine the weightage based on how you intend to use the content score (for example, give a higher weight to the Last Reviewed Date to prioritize the freshness of your content). If weights are not configured, an alert displays and you can’t continue.
        Note: If you added additional custom fields using the Add or Remove Fields option, weightages for sub-factors must be configured for those values. See the Configuring Sub-Factor Weightage for Custom Fields section below for more information.
      • Total Weightage: Lists the cumulative sum of all weightages per field. This amount must equal 100%.
    2. Click Submit to save your changes.

    Configuring sub-factor weights for custom fields

    After adding additional custom fields, you must configure the values and factors for the fields. The factor value can only range from 0 to 10.
    Note: To update sub-factor weightage, click the filter icon.png icon.

    1. Represents the custom field name.
    2. Indicates the custom field values.
    3. Factors range from values 0 to 10. Assign factors to custom field values in accordance with their importance to content score with 10 being the highest and 0 the lowest.
    4. To show and hide custom field values and its factors.
    5. To remove a custom field from content score calculation.

    If the factors are not configured, a red Alert icon appears indicating that this custom field will not be used for calculating content score.

    Showing or hiding the content score

    Use the the Content Score checkbox in the Metadata snippet to show or hide the content score. To hide it, clear the checkbox associated with Content Score from the Customize Metadata section.

    Tracking changes to content score settings

    All changes to the content score settings are tracked in Organization Settings > My Organization > Activities.

    • Content Score Calculator Process: This activity is recorded when a user submits changes in the content score settings, when the score recalculation job executes based on the schedule, and when the content score custom field has been updated in the Content Library. This process updates the content score based on the criteria specified in the settings.
    • Range Calculator Process: Whenever the content score is recalculated, field ranges are also recalculated (Last Modified Date, Last Reviewed Date, Last Used Date, Used Count, and Star Rating). Based on the range, sub-factor weightages are determined and taken as the basis for content score calculation.
    • Edited Answer Library Content Score: This activity tracks changes to content score settings.

    See Viewing Content Library Activities for more information on tracking activities.

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