Streamlining Search Results in a Single Knowledge Base

[Garima26]

Hi All,

In my organization, we maintain a single knowledge base that caters to end users, the service desk, and support teams. Here’s a bit more context:
• The knowledge base includes ITIL-marked SOP articles for support teams and service management articles for processes like change, request, problem, and knowledge.
• When searching for terms such as “change management,” the results often show numerous unrelated articles wherever the term is referenced, making it challenging to find the most relevant information.

While I understand that having separate knowledge bases might help, we prefer to stick with a single knowledge base. Are there any best practices or configurations we can apply—like tagging, categorization, or search filters—to improve the search experience and streamline results?

I’d really appreciate your insights or suggestions.

[RogueFader]

Hi, how do you go about tweaking the weighting on the KBs? I'm currently looking at our KBs and the confused mess that often comes back once searching, this is a mess that I've inherited. Thanks

[Aga_Sznajder]

Certainly categories help a lot in this situation, along with good meta data. I remember that in older options of SN there was also a filed called topic - I suppose it can still be enabled in knowledge base. There you can define, what kind of document you are looking for: SOP, Process, How to, FAQ. It can help a lot in defining the actual direction of search. 

By the way, do you have any specific access types defined per article, or for the entire base? I am asking, as I have several bases, each with specific access levels and it really works nice for me.