Is there a way to look into the knowledge base article searching mechanism?

[Sijo Joseph]

I want to ensure that relevant knowledge base articles being used for issues being raised But unfortunately so far im not able see how to access the configuration of this search mechanism.

Kindly help

[Brant Schroeder]

@Sijo Joseph

Jira service management utilized AI to help determine which KBs are related to the question being asked.  Over time it will learn and make better associations when questions are asked. 

If you are using a company managed project you can help facilitate this by adding labels to the KB articles in Confluence and then associate those labels with request types.  You can do this in project settings -> knowledge base