Hi Team,
I am facing an issue with Knowledge Article search in Employee Service Center (ESC) for a user whose language is set to Chinese.
Scenario:
- The user belongs to China and their preferred language is Chinese.
- When I impersonate the user, the ESC interface automatically switches to Chinese.
- The user is able to find the Knowledge Article when searching by the KB Number (for example, KB0012345).
- However, when searching using the article's Short Description or keywords defined in the article's Meta tags/Meta description, the article does not appear in the search results.
Questions:
- What could cause a Knowledge Article to be searchable by KB Number but not by Short Description or Meta Keywords in ESC?
- Are there any language-specific indexing or search configuration considerations for Chinese content?
- What troubleshooting steps should be performed to identify the root cause?
- Should we verify search source configurations, AI Search settings, Zing indexing, translated article records, or language-specific indexing behavior?
Troubleshooting performed so far:
- Verified that the user has access to the Knowledge Article.
- Confirmed that the article is retrievable by KB Number.
- Confirmed that the user's language is automatically set to Chinese during impersonation.
- Issue occurs when searching using Short Description and Meta Keywords.
Has anyone encountered a similar issue or can suggest additional troubleshooting steps?
Thank you.
