Search for knowledge articles in the Customer Service Hub
Knowledge base search in the Customer Service Hub app lets you search for relevant knowledge articles to resolve a case. To search for knowledge articles in a case form, select the Knowledge Base Search search box in the Knowledge Base Search control of the Related section.
The search results are automatically populated based on a field your administrator configured in the Knowledge Base Search control properties. Out of the box, for a case this is the title of the case record.
For more information, see Knowledge Base Search control.
Knowledge base search control powered by Relevance search
Knowledge base search in the Customer Service Hub now comes with an improved search functionality. The knowledge base search is now enabled to use Relevance search mechanism in the knowledge base search control area, in addition to the global search area where the Relevance search mechanism was already enabled.
More information: How Relevance Search works
Relevance search mechanism uses Azure search service to index and search records. Relevance search provides improved search functionality like better relevance, highlighted search keyword text, and search within attachments and notes. With Relevance search, you can also configure searchable fields in the knowledge article entity.
More information: Configure searchable fields for Relevance Search
To enable Relevance search for knowledge article entity, see Enable Relevance Search and Select entities for Relevance Search.
If Relevance search is not enabled for the entity, standard Full-text search is used.
For more information, see Understand knowledge base search mechanisms.
Before you begin using Relevance search
Relevance search uses the scoring concepts as defined by Azure search. To be able to search the knowledge base using Relevance search, certain view columns should be mandatorily configured in the Quick Find view columns list. If any of these columns are deleted or missing, the search query displays an error.
An admin can configure the knowledge article quick find view columns list by navigating to Settings > Customizations > Entities > Knowledge Article > Views > Quick Find View > View Columns.
Here are the required view columns:
- Article Public Number
- Created On
- Knowledge Article Views
- Major Version Number
- Minor Version Number
- Modified On
Knowledge Base Search control
[This topic is pre-release documentation and is subject to change.]
The Customer Service Hub comes with an enhanced Knowledge Base Search that shows you the articles arranged in a single stream. Searching, sorting, and filtering the articles in the search control will be faster and more responsive with improvements to article viewability and usability.
When you select the Knowledge Base Search option in the RELATED section, the Knowledge Base Search control loads, and you can view the following:
- Knowledge Base Search
- Open filter pane
- Sort search results by
- Search knowledge articles
- Link this article to the current record (unlink will be displayed when the article is already linked to a record)
- Link this article to a record and send via Email
In the knowledge base search control, you perform the following:
- Search for knowledge articles
- Filter the articles with multiple filter options
- Sort the knowledge articles
- Link and unlink the knowledge article to a record
- Email the knowledge article
- View the knowledge article inline in the search control
Search for knowledge articles
Type a keyword in the search box to search for knowledge articles.
If Relevance search is not enabled, the keywords that you enter will initiate a search (using Full-text search mechanism) in the following fields of a knowledge article: Title, Content, Keywords, Description, and Article Public Number.
If Relevance search is enabled, you can configure the fields based that you want to be searched upon. More information: Configure searchable fields for Relevance Search
More information: Add the Knowledge Base Search control to Main forms
Filter knowledge articles
With the help of text and visual filters, you can filter the knowledge articles. To see knowledge articles in specific states, use the Status filter. You can filter search results to see all draft, published, or approved articles. See articles that are categorized as internal and external. You can also filter the articles based on date and language. When you select the filter icon, you can see the Filter by menu where you can filter the items based on the following categories.
Sort knowledge articles
The knowledge base search control provides sort the knowledge articles interactions. Select the up-arrow icon to view the sorting options and select one of the options from the following:
Number of views
Last modified date (newest first)
Last modified date (oldest first)
Link and unlink the knowledge article to a record
You can associate and dissociate the knowledge article with a record by using the Link and Unlink buttons.
Email the knowledge article
Use the Email button to send the knowledge article via mail. When you select the Email button, first, the knowledge article is linked to the current case record. Simultaneously, an email form opens with the link to the article. The article content is populated in the email body. The fields are automatically populated based on the case and customer details. Add other information as needed, and then on the command bar, select Send.
View the knowledge article inline in the search control
Select a article title to see its full content rendered in the same control. The article opens inline and you can scroll to read the complete article. In this view mode, you can perform the actions such as linking the knowledge article to a record and emailing the knowledge article to a customer. To learn more about send the knowledge articles via email, see Email the knowledge article.
Select the Copy Link button to copy the external URL of the article so you can share it with your customers over channels like chat or email. If you use a browser other than Internet Explorer, this option isn’t available.
Copy Link and Email Link options are available only if your organization is using an external portal to publish the knowledge articles and your administrator has selected the Use an external portal check box in the Embedded Knowledge search setup. More information: Use embedded knowledge search to set up knowledge management.
Copy Link, Email Link, and Email options can be used only for published and expired articles.
View auto filtered results
As a customer service agent, to view the most relevant results, you can have knowledge articles automatically filtered based on the case data. This helps in identifying the most relevant articles so that you can resolve customer queries quickly and accurately. You can further have an option to disable the auto-filter results and search the entire knowledge base.
Administrator or system customizer must configure this option for you. To learn more, see Configure automatic filtering.
To view the auto filtered results:
Search knowledge articles from the case related section. To learn more, see Search for knowledge articles in the Customer Service Hub.
The articles are automatically filtered and displayed to you based on case data.
If you want to disable automatic filtering option and search the entire knowledge base for articles, deselect the Auto-filter results option.
Administrator or system customizer must enable Users can turn off automatic filtering option for you to see the Auto-filter results option. If the Users can turn off automatic filtering option is not enabled, you will always see the auto filtered results. To learn more, see Configure automatic filtering.
Let’s understand this in detail with the help of an example.
In the below illustration, the case subject is Xbox. If automatic filtering is configured on case subject, with the Auto filter results check box selected, only those knowledge articles whose subject is Xbox are automatically filtered in and displayed. Other articles are automatically filtered out. This is shown in the below image.
However, if the Auto filter results check box is not selected, you can see more articles that are not related to subject. These are the results from the entire knowledge base.
Submit ratings and feedback for knowledge articles
As a customer service agent, you can easily provide feedback on knowledge articles with the help of knowledge article rating in the Customer Service Hub. Knowledge article rating lets you provide feedback on knowledge articles within the context of case resolution. Knowledge managers can capture and review the feedback on the articles to improve and maintain a healthy knowledge base.
When you are working on a case and refer to an article from the Knowledge Base Search control, you will be presented with an option to rate whether the article is helpful and provides relevant information to assist customers quickly. If you think it’s not helpful, you can rate the article accordingly and provide comments on how it can be improved
- Ensure that the knowledge article entity is enabled for feedback. To learn more, see Enable an entity for feedback/ratings.
- Customer service agents and customer service managers can create, or view feedbacks based on their role and privileges on feedback entity. Out of the box, customer service agents can create, view, or edit their own feedback only. Customer service managers or knowledge managers can view feedback submitted by all agents.
Open an article from search results to read it.
You can rate a knowledge article and submit feedback.
You can provide your feedback on the article, whether it is helpful or not, by selecting the Thumbs up or Thumbs down button.
If the article is not helpful, you can also provide your comments in the comment box on how the article can be improved. The comment box is displayed when you select Thumbs down button.
To set up the feedback control, see Enable feedback control.