KB User's Guide - SitePref Tab - Searching / Sorting Options
KB Site Administrators can change a number of their own KB site options such as the Default search mode, the Topics dropdown menu visibility, the Topics filter conditioning. Kb Admins can also enable/or disable the display of Sort by client OS/browser, Cross-site search option, Advanced search button, Search tip page link and Site map link. This document will walk you through each of the features, what they look like on the live site and how to enable/disable them.
Searching / Sorting Options
To access the Searching / Sorting Options screen, go to the SitePref tab > Searching/ Sorting link on the left navigation bar.
Read on about the options available to you with Administrator's permissions.
When searching your live KB site(s), you can enter words in the Search the KB... field.
The search in the live KB site(s) is defaulted to the Keywords search option, however, you can choose from the following options in the dropdown menu;
- Keywords + Title
- Fulltext (FTS)
- Keywords + attachments
- Fulltext + attachment.
You can select different options for your internal and/or external KB sites. Click the Update button to save your changes.
Topics Dropdown Menu
When searching your live KB site(s), you can select a specific topic from the dropdown menu. All documents assigned to that topic will appear in a table below the search. The example below shows all the topics in the KB User's Guide live site.
To enable the topics dropdown menu on your own live site(s), click on the checkbox in the Internal and/or External columns, depending on which sites you want the topics dropdown list to appear. Click the Update button to save your changes.
Topics Filters Conditioning
Each KB site is defaulted to using the OR operator. This means, by adding more keywords to a search of the live KB site, the search will yield a larger set of documents.
Some KB Admins, however, have set up their topics so they can categorize by certain characteristics of their documents. By using the "AND" operator, the user entering keywords will further narrow their search. The AND operator searches for the intersection of two keywords rather than the union.
To update the operator from the defaulted OR option, scroll down to the option Topics filters conditioning, and select the Use "AND" operator from the drop down list. You may enable this in either your internal and/or external site. Click the Update button to save your changes.
Sort by Client OS/browser
While searching the KB, your Operating System (OS), browser and screen resolution are detected. Searching KB sites that have created content specific to OS and browser will yield search results that applies to your own OS and browser, displaying what is most relevant to you at the very top of the search list. This means that the Search/ Priority may be overridden based on your search.
For example, a search on the external Help Desk KB Site of "clearing cache and cookies" will yield OS/ browser specific results. The image below shows a search from a Mac laptop using a Chrome browser. The search yields a Mac/ Chrome document first and then displays a list of documents written for the Mac user on other browsers. Note how the document called ***Clearing Browser Cache and Cookies that was assigned the High Priority (as indicated by the gold asterisks next to the name) is listed after the OS and browser-specific content.
However, the same search from a Windows laptop using Chrome will yield a different set of documents based on OS and browser detection. The image below shows a search that yields a Windows/ Chrome document first and then displays a list of documents written for the Windows user on other browsers. Again, note how the document called ***Clearing Browser Cache and Cookies that was assigned the High Priority (as indicated by the gold asterisks next to the name) is listed after the OS and browser-specific content.
To update the, scroll down to the option Sort by client OS/browser, and select the check the appropriate box. You may enable this in either your internal and/or external site. Click the Update button to save your changes.
Cross Site Search Option
When searching your live KB site, your search can also display results in other internal and external sites to which you have access. Displayed below is the search results for the keyword, "trash", in the KB User's Guide internal site. At the very bottom of the page, a link appears,
Search other internal sites >>.
Clicking on this link will display results in other internal KB sites to which you have access, including the Unified KB circled in red below.
To enable or disable this feature, click on the box(es) in the internal or external columns, depending on which site(s) you would like the Cross site search to appear. Click the Update button to save your changes.
Use synonyms in user search
When an end user performs a search in the KB, their search terms are sometimes matched up with Common Synonyms in the KB, which are also searched in the background. For example, if you enter the keyword back up, it will be matched up with the synonyms in the KB, "backup, backups, back-up, back-ups, backuping, back-uping, backing-up, back up, back ups".
An example of a synonym set includes multiple word strings. In the example below, spy ware, will be matched up with the synonym set in the KB, "spywear, antispyware, anti spy ware, anti-spyware, spy ware".
If this behavior is undesirable your group can prevent synonyms from being indexed for searches performed on their subsite by unchecking the internal/ external checkboxes.
If you opt out of synonyms for your internal site, this will also disable synonym searches in the Admin Tools.
- Note: Opting out of synonyms in the internal/or external site will not take effect for searches performed on the Unified KB; synonyms will always be indexed there.
Advanced Search Link
On your live KB site, you may want the Advanced button available, next to the Search button, to allow for a finer-grained search.
Clicking on the Advanced button will yield a form allowing you to query a specific search mode, matching, topics, audience, sort by and results per page.
The Search mode field defaults to Fulltext + attachments search, but offers other options in the dropdown menu such as; Keywords search only, Title search only, Keywords/title search, Fulltext search, Attachments search and Keywords/title + attachments search.
To enable or disable this feature, click on the box(es) in the internal or external columns, depending on which site(s) you would like the Advanced search button to appear. Click the Update button to save your changes.
Search Tip Page Link
On your live KB site, you may display a Search Tips button that, when clicked, leads to a document that your team has developed with search tips very specific to the content of your KB site. The button appears on the same row as your Search field and button.
Clicking on the button will yield a pop up box displaying your document. The example below is a document with search tips for the KB User's Guide KB.
To enable this feature, enter the document ID number of the Active document you have created with search tips specific to your own KB site(s). You may enter a document ID in the internal /or external columns, depending on which site(s) you would like the Search Tip button to appear. Click the Update button to save your changes.
On your live KB site, you may display a Site Map button that, when clicked, leads to a KB page displaying your Topics Map. Clicking on each link in the Topics Map will lead you to a list of documents that have been assigned to that specific topic. The Site Map button appears on the same row as your Search field and Search button.
When you click on the Site Map button in the Live site, you will see a page in your KB that displays the Topics Map. Below is an example from our demo site. You will see that the parent/ child structure is clearly demarcated.
To enable or disable this feature, click on the box(es) in the internal or external columns, depending on which site(s) you would like the Topics Map to appear.
You may toggle between expand and/or collapse while viewing the Content and Side Modules by clicking on the chevron on the upper right corner.
Also, from any of the document queues (e.g. Active, In Review, In Progress...), the Document Quickview allows you to see a full read-only view of your document and toggle between open and closed by clicking on the triangle .
This option is defaulted to be enabled. Those using screen readers may choose to disable the Quickview toggles and Module collapse/expand toggles by unchecking the appropriate box in the Quickview/Modules toggle field. Click the Update button to save your changes.