Administering Knowledge Management › Knowledge Management Roles and Functions › Self-Service Knowledge Options › Document Browsing

Document Browsing

You can categorize knowledge documents to let customers browse for information based on frequently asked questions (FAQs). By selecting a knowledge category, the related subcategories and knowledge documents appear. You can select the document you would like to view or select a subcategory to narrow your search further.

To enhance self-service capabilities, a dynamic list of the most frequently used documents appear.

Note: Users can specify criteria about an item of interest and the search engine finds the matching knowledge documents and displays them on the search results page as a set of "recommended document" links. The search query can be expressed as a keyword or set of words (phrase) that identify the desired concept that one or more documents may contain. For more information, see Create New Recommended Documents.