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Resolved! How do I highlight keywords in Knowledge search results

How can I get keywords used in a knowledge search to be highlighted in the search results.  I found information when I googled it that only said this would be in the search source code for knowledge.  Service Portal>Search Sources>Knowledge.  In Rome...

Resolved! Using the new favourites widget effectively

I was really pleased to see the addition of a portal 'favourites list' for knowledge articles, in the Rome release. It's a really useful way for customers to bookmark specific articles, rather than search for them each time. However, in testing, if y...

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Barry_W by Mega Guru
  • 3395 Views
  • 10 replies
  • 10 helpfuls

Restricting Knowledge

I've seen this question asked a few times but no definitive answer... Is there a way to restrict Knowledge articles so that it is only available to specific people or assignment groups without creating another Knowledge Base? Please be specific in yo...

Issue with unflagging an article (resolving a flag)

Good morning! I have a scenario regarding unflagging (resolving a flag) an article: User flags an article.Author updates the article to resolve the flag.Author tries to unflag the article, but the flag cannot be removed. When this reported to Service...

ecagle by Tera Contributor
  • 1180 Views
  • 5 replies
  • 2 helpfuls

Weird table formatting in knowledge template

Hi All, Since last week, every time I'm trying to paste a table to the html editor in a knowledge template, random horizontal borders gets thicker. I've tried editing the source code, removing the formatting and playing with the table properties, cre...

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Karolina by Tera Contributor
  • 1398 Views
  • 7 replies
  • 3 helpfuls

Is there a way to generate a spreadsheet with a list of all knowledge articles for a particular knowledge base, including their Valid to dates?

Hello, I manage my department's knowledge base. We currently have >250 knowledge articles, and it's easy to lose track of an article until it is expired and associates are no longer able to view it. Does the Reports module have the ability to generat...

Katy3 by Kilo Contributor
  • 941 Views
  • 3 replies
  • 3 helpfuls

when an article is rejected or approved a comment should be added and it is appearing on approver table activity. my client has a requirement to show those comments in kb activity notes section.

when an article is rejected or approved a comment should be added and it is appearing on approver table activity. my client has a requirement to show those comments in kb activity notes section. all the comments should visible on article activity. 

prash4 by Tera Expert
  • 749 Views
  • 4 replies
  • 1 helpfuls

How to Indicate Internal KBAs and KBs

We'll be going live with just one knowledge base. What is the best practice on indicating internal only articles and knowledge blocks for our fulfillers? We need our service center to clearly discern what the employee can see and what is internal fac...

Resolved! Flag article button not working properly

when i clicked on flag article button in service portal, the comment box is not opening properly. when i clicked on Flag article button it is just forming a thin line like below not opening the comment box correctly 

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S_75 by Giga Expert
  • 2455 Views
  • 15 replies
  • 1 helpfuls
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