Keywords for Featured Content in a KB

Bradley Ross · ‎02-01-2018

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 · ‎02-02-2018

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.

View solution in original post

Michael QCKM · ‎07-10-2019

Here's something neater: The keyword feature for Pinning / Featured content only works on single words, not strings!

So, if we want an article about "Troubleshooting the SCCM Client" to show anytime a user types "Application installation not started", we'd want to add the string "Application_installation_not_started". We can't have it trigger only when they type Application, or Installation, or started... because that wouldn't make sense.

Yes, obviously, Authors can just add Meta as a string or something, but that is not utilizing the beautiful functionality of Pinning / Featured content by highlighting the Top article on the list in grey, etc.

Perhaps I'm extending expectations from our old KB into this one, but it seems to have been partially implemented. If you do add a single keyword for Pinning / Featured content, it does put it on the top of the Results and does highlight it. Just doesn't work with strings.