Overview

The guide below outlines potential issues and solutions to common enterprise search related issues around the Moveworks Knowledge Search plugin

Ingestion

Article Relevancy issues

If you have confirmed content is ingested but the bot isn't providing the right answers, focus on search relevance troubleshooting.

Step 1: Test with Specific Queries:

Use exact phrases or keywords you expect to trigger a specific article. Test both broad and narrow queries to understand the bot's interpretation. If you can get the article to trigger, then you have narrowed down that it is a relevancy related issue.

Step 2: Review Article Snippetization:

Moveworks "snippetizes" longer articles to provide precise answers. Ensure your articles are well-structured with clear headings so that relevant sections can stand alone as snippets. Poor snippetization can lead to irrelevant results.

Article not being Trigered

Content Quality & Completeness:

Is the knowledge article itself clear, comprehensive, and up-to-date? Outdated or incomplete information will naturally lead to poor answers.

Moveworks uses semantic understanding, so ensure your articles use natural language that aligns with how users might ask questions.

Knowledge Gaps:

If many queries are going unanswered, it might indicate a knowledge gap. Use Moveworks analytics to identify common unanswered questions and create new content to address them. Knowledge Studio can help identify recommended topics based on support tickets.

Permissions:

Moveworks respects your existing ACL permissions. Ensure the user querying has the necessary permissions to access the underlying content source. The bot will not show results for content a user cannot access.

Bot Behavior

Sometimes, it's not the content itself but how the bot interacts or presents it.

Issue: Bot is not responding in a channel.

If the bot isn't responding at all, verify it's properly added to the chat channel (e.g., Slack, Teams) and enabled. Confirm that specific users aren't tagged as IT_AGENT if they are not receiving responses, as this can be a default setting. Skill Availability: Check Channel Resolver > Channel Settings in Moveworks Setup to see if any skills are Disabled skills for that channel. The relevant search skill needs to be enabled.