When adding a Case deflection component, designers can configure the following elements:
| Field | Description |
|---|---|
| Ticketing URL | A field to redirect users to a Jira portal if the documentation does not answer their question. This URL should follow the format described in How to create issues using direct HTML links in Jira. Fluid Topics adds the ?summary argument at the end of the URL, with the user's question as its value. |
| Content locale | The language of the results. |
| Hidden filters | Allows designers to filter the results shown to users according to document metadata. Unlike Displayed filters, users cannot change the value of a Hidden filter. |
| Displayed filters | Allows users to filter the results shown to them by selecting a document metadata value. The portal designers set the document metadata keys. |
| Search result template | Display results based on a specific Search result template. |
| Context | Allows designers to label a component in the Case deflection Analytics page. |
- The Case deflection component is a premium feature and requires a subscription. Get in touch with a Fluid Topics representative for more information.
- It is possible to implement multiple Case deflection components.
- It is possible to use the same context label for multiple components to group them in the Case deflection analytics page.