- My View
Knowledge search results are different when searching from within an Incident record versus searching directly from the Knowledge Base. We have had users test entering the exact same search terms in the Short description field of an Incident and in the search field in the Knowledge Base, and the results are different. We have good metadata in our articles, and even when the user searches the exact search phrase as listed in the Meta field, the search results are inconsistent.
Can anyone offer some insight on why this is true and how to combat it? Our Service Desk team and other Knowledge users are frustrated and losing faith in the usefulness of the system.
They do use different search methods, although the underlying Zing search engine is what does the work. I believe Knowledge searches directly using Zing while incident goes through Search Context. Take a look at your contexts and understand how and what they are searching. If you still have additional questions, let us know. If it goes beyond what we can offer in the community, then I suggest reaching out to support so they can test/compare on your instance.
--Sr. Technical Product Marketing Mgr, Now Platform
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