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In Advanced Search Settings, customers and employees can use the following options to refine a search for the solution to a problem:
Searches for certain keywords, which serve as preliminary matches.
Searches for words and accounts for word proximity, word order, and relevance.
Search results are listed by relevance. Relevance is determined by the specified search criteria (expressed as EXCELLENT, GOOD, and so on). Documents with the highest relevance (EXCELLENT) are listed first.
Each result can include a title that appears as a link, a summary of the document, and additional statistics relevant to the document, such as Relevance Rating, Document ID, Modify Date, FAQ Rating, and Hits Received.
Depending on how the system administrator configures Knowledge Management, users can open an incident, rate a document, and provide comments when a knowledge document is open.
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