Contextual Search - How to Define the results that are displayed

[Sam Ogden]

Hi All,

We currently have the contextual search switched on for our incident form.   I have seen a few articles on how you can show which knowledge bases that are used to look for articles.

My question though is when searching an article doe it look for the words from short description through the whole of a knowledge article.

The reason we are asking is we have some large articles that seem to display on most incidents.   Due to this it makes the application fairly useless as people do not engage as they just see the same results.

Is there a way that the contextual search only looks through the description of an article for example or certain tags?

Any help is greatly appreciated

Thanks

Sam

[karldouglas]

Hi Sam,

This link shows how the relevancy score for knowledge article is generated.

Hope this points you in the right direction.

Karl

[Sam Ogden]

Thanks Karl for the above.

This could come in handy for us down the line.

[Sam Ogden]

Found this community post very helpful as well:

Harness the power of Knowledge Search

[Sam Ogden]

Just another question around this.   We have a field on incident form for product.   Is there a way to amend the contextual search so that it filters down which category on the knowledge base is used dependent upon which product has been selected on the incident form?

i.e. if we selected the product CEDS only the articles in the CEDS category of the KB will be searched on using the short description?

[ben_hollifield]

Hey Sam,

Utilizing other form fields as search parameters isn't currently possible with Contextual Search. OneSearch does provide that functionality, and may provide additional configuration options to meet other needs outlined in this thread. A free version of OneSearch is available via Share, though it has some bugs in late version of Istanbul and Jakarta. A paid, supported version is also now available on the SN Store.

Legacy OneSearch (Share)

YDS OneSearch (Store)