Knowledge Byte #3 - Make meta more meaningful

[Lucas Vieites]

Meta information is very important for searchability (and findability) of your KB article. The title, category, and type of article are all metadata that we use to serve articles as search results. Adding keywords in the Meta field is a great way to increase the scoring of your article for the search engine.

Add keywords that would be used by a customer to describe the issue but haven't been mentioned in the title nor the body of your article. Think of, for example, synonyms for a specific term ("screen/display/monitor", "computer/PC", "laptop/notebook"), or alternative spellings ("adapter/adaptor", "enrol/enroll").

Even though the Zing search engine does not make any distinction between commas and spaces, remember to separate the keywords with commas, for readability.

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The Knowledge Bytes series are quick tips that can help you create better knowledge base articles. Read them all in the Knowledge Managers on ServiceNow!

Additional information:

Findability vs. Searchability [external: everypageispageone.com]