Use Knowledge Search to search for knowledge article using a set of criteria.
On the Knowledge Search screen you can:
- Use the Standard Search to find knowledge article by name, ref, or organization.
- Use the Advanced Search to find knowledge article using all Knowledge search fields.
- Configure the columns by adding or removing columns and changing their order.
- Right-click on a knowledge record to open the Knowledge Details window or save the details to PDF.
Using the Knowledge Search Window
Before you start
To perform knowledge searches, Search must be selected in the Options tab of your Knowledge Management Security Role.
To edit knowledge articles, Editor must be selected in the Options tab of your Knowledge Management Security Role.
Access the Knowledge Search window from the My Options menu by hovering over Search, and selecting Knowledge Search.
The window is made up of four sections:
- The Toolbar contains options for switching between layouts and search methods.
- The Toolbar lists the knowledge articles that match the selected search criteria and allows actions to be performed using the context sensitive menu.
- Standard Search contains the standard search criteria fields
- Advanced Search contains additional knowledge search criteria fields.
The Toolbar
Functions available from the toolbar on the Knowledge Search window:
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Use to refresh the results |
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Select to open the Column Configuration window to Knowledge Search in Nano displayed in the browse table. Available in table layout only |
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Select to display the standard search criteria fields. Closes the Advanced Search. Available only when in Advanced Search mode |
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Select to display the advanced search criteria fields. The Advanced Search window expands from the right of the screen. Closes the Standard Search. Available only when in Standard Search mode |
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Expands the Advanced Search window if it has been minimized. Available only when in Advanced Search mode and the Advanced Search window is minimized |
The Browse Table
The browse table contains the knowledge articles matching your search criteria, which are displayed in rows with columns displaying details for each record. The table can be ordered by any visible column. To change the columns displayed in the browse table, select from the toolbar and Configure the Columns.
View the details of a knowledge article by double-clicking anywhere in the row. The Knowledge Details window opens in a new tab.
Perform actions on one or more knowledge articles by selecting the record(s) in the browse table and right-clicking to open the context-sensitive menu.
- Select opens the knowledge record.
- Report saves the knowledge details to PDF. The PDF is saved or opened dependent on the browser settings.
Standard Search
When the search window is first opened, the Standard Search options are displayed. If the Standard Search options are not visible, select from the toolbar to make them visible.
Select the options for your search:
| Article Number | Use this field if you know the number of the knowledge article you're looking for. Enter the number into the field, then leave the field (press Enter or Tab) to trigger the search. An exact number match is performed across the Knowledge Base. If an article with that number exists, and if you have the permissions to view, it will appear in the results table. Other search criteria is disabled when this option is used. |
| Text Search |
Use this field to perform a text search. Enter the word(s) into the field, then leave the field (press Enter or Tab) to trigger the search. Returns knowledge articles which contain all the words specified, not necessarily in the same order. This will not retrieve text that has another form of the word or a synonym. |
Advanced Search
When the search window is first opened, the Standard Search options are displayed. To switch to Advanced Search, select from the toolbar to display the Advanced Search window. The Advanced Search window can be minimized by pressing 
, and expanded by pressing on the toolbar.
After entering your search criteria, run the search using 
.
Select the options for your search:
| All | Select to search for all Knowledge Article types |
| Abstract | Searches for Abstract knowledge types |
| Call | Searches for Call knowledge types |
| Directory | Searches for Directory knowledge types |
| FAQ | Searches for FAQ knowledge types |
| KCS | Searches for KCS knowledge types |
| Known Issue | Searches for Known Issue knowledge types |
| Website | Searches for Website knowledge types |
| Partition |
This option is only visible if you have access to more than one partition. Use the drop-down list to select from the partitions you can access. |
| Include Deleted Field Values | Selecting this option enables deleted values for list fields to be selected. If you are searching for a knowledge article by the Call Type and select the Include Deleted Field Values option; the Call Type list will be updated to display names of types that you created and subsequently deleted. You can then select a deleted value from the list, and conduct your search. |
| Created By | Key in part or all of the name of the analyst. Matching results are displayed beneath the field. Select one from the list. |
| Search Text | Use this field to perform a text search. Enter the word(s) into the field, then leave the field (press Enter or Tab) to trigger the search. Returns calls in which the Description or History contain all the words specified, not necessarily in the same order. This will not retrieve text that has another form of the word or a synonym. |