Overview

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

Content Ingestion

To verify if the content has been ingested, follow these steps:

Navigate to Moveworks Setup > Answers > Internal Knowledge.
Enter the title of the Knowledge Base (KB) article or FAQ in the search bar.
Check the search results to see if the article appears and ensure that its status is showing as Enabled.

If the status is Enabled, it confirms that the content is available in the AI Assistant.

Ensuring Correct Responses from the AI Assistant

If you've confirmed that the content is ingested but the AI Assistant isn't providing the correct answers, the problem could be one of four potential issues. Here's how to troubleshoot each one:

Plugin Triggering Issue

Check the Citation Popup: Verify if the expected plugin was triggered by examining the citation popup.
AI Reasoning Step: If the AI Assistant should use a specific content, check for the "Knowledge Search" plugin call in the execution details. If the plugin wasn't called, this is likely why the correct answer wasn't provided. Ask users to retry their queries after clearing their history.
User Permission Issue

Check User Permissions: Ensure the user has access to the content in the source system.
Recent Permission Changes: If access was recently granted, note that it may take 24-48 hours for changes to update. Advise users to test again after this period.
Search Relevancy Issue

Prerequisites: Ensure the Knowledge plugin was called correctly and the user has access to the content.
Test Specific Queries: Try using the exact title of the article and check if it triggers the content in the AI Assistant. Test with both specific and broad queries. Snippetization: Ensure articles are well structured with clear headings for effective snippet creation. Poor formatting may cause irrelevant results.
Geocoding Issue

Check Geocoding Settings: If all the above conditions are met but content is still not triggering, verify if Hard - Positive Geocode Boost is enabled. If enabled, the AI Assistant will not serve content if the user's location doesn't match the geocode extracted from the content title. Adjust settings as necessary.

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.

Review these steps to address and resolve any issues with the AI Assistant's responses. If problems persist, consider reaching out to Moveworks support for additional help.