Keywords for Featured Content in a KB

[Bradley Ross]

Using a fresh developer instance that was created on Jakarta and immediately updated to Kingston, I tried to set up a KB article as Featured Content for a particular keyword. It works when I search from the knowledge homepage. I can search for words from the article or with the keyword and I find the article as expected.

However, when I try to search using the global search icon, or using the search on the default service portal, the search doesn't work when I used the keyword. Is there something else to configure so that keywords work everywhere and not just on the knowledge homepage?

Here is a video walking through my attempt. SN Keywords in KB - YouTube

[darius_koohmare]

Global search works based on indexed fields from search groups you've defined.

Are you certain you have a search group against the KB title & text fields?

Add a search group

[Bradley Ross]

I'm not sure. There is a default search group configured on developer instances called "Knowledge & Catalog". It includes the tables "kb_knowledge", "kb_social_qa_question", and "sc_cat_item".

In my video, you can see that I searched on the term "windows" which actually appears in the text of one of the demo KB articles. It works as expected when searching from the KB Homepage, from the global search, and from the service portal search.

When I search on the term "gates" which is nowhere in the text of the article but is only designated as a keyword when marking the article as Featured Content for the KB that contains the article, the article is only found when searching the KB Homepage, but NOT from global search or service portal search.

Since this is a vanilla developer instance, I was surprised this didn't work right off the bat. Is the Featured Content/Keyword feature not fully baked yet?

[darius_koohmare · Accepted solution]

Actually, thanks for confirming:

"When I search on the term "gates" which is nowhere in the text of the article but is only designated as a keyword when marking the article as Featured Content for the KB that contains the article, the article is only found when searching the KB Homepage, but NOT from global search or service portal search.".

They keyword feature on knowledge featured content is only for that. The global search is not intended to be searching those keywords, but rather actual content directly on the kn_knowledge table.

Here's a tip: Use the "Meta" fields on the knowledge article form, then you can add the keywords but it won't be in the articel content.

[Bradley Ross]

That is disappointing. We use the meta field a lot, but the keyword feature is more powerful because it forces the result to the top of the search results. Too bad it won't work from the service portal interface. That is the interface I want my end users to start using, but it sounds like keywords won't help there.