Hi,
I wanted to get Product’s thoughts on the best way to handle searches for providers (or any professional) that are no longer practicing. Today, when a provider leaves my client’s clinic, my provider removes them from the Answers experience and adds them to a folder in the KG. However, we still see people searching for them and they are getting no results or any direction on what to do.
A few ideas:
-
Create an FAQ where we use the past providers names as keywords so when they search this, or something close to it, returns A: The provider you are searching for is no longer…
-
Set up a query rule such that for any queries that reference [[name]] within X advanced filter, show Y FAQ entity
-
Linked entities- link the providers entities to the FAQ
Let me know your thoughts! Thank you!
Hey Ella - I think this depends totally on the customer and their preferences. For some customers, it might make sense to still show the provider in the search results but have some indicator on the card that says they are no longer practicing. For others, this may not be possible for regulatory/policy reasons.
It sounds like this customer wants to show an FAQ or some other content (maybe a banner?) to give the user some guidance, but they don’t want to show the providers anymore. Is that right?
From a product perspective, I think the best way to do this would be either option 1 or 3. This would be challenging to do with query rules since you’d need to write a separate rule per doctor. With 1/3, you’ll still have to manually add the doctors to the FAQ, but this will probably less cumbersome than writing a new query rule for each.
(At the moment, all query rule criteria are applied before the search, but what it sounds like you need is a rule applied after the search, based on the results fetched. This is something we will definitely consider, but isn’t on the immediate roadmap.)