Question

You use the interactive service hub to manage cases.

Users report that they have difficulty finding a specific knowledge base article when they initiate a search from within a case.
You need to ensure that search returns relevant results.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.


A. Relate the article to one or more categories.
B. Relate the article to a more relevant subject.
C. Update the article description.
D. Add additional keywords.

Answer 1

Improve search results for knowledge base articles by categorizing articles effectively and by adding additional, relevant keywords to the article content to match users' potential search terms.

Step-by-step explanation:

When managing cases in the interactive service hub and searching for specific knowledge base articles, ensuring relevant search results can be achieved by focusing on two key improvements. First, relate the article to one or more appropriate categories. Classifying articles into well-defined and relevant categories can streamline the search functionality and direct users more efficiently to the information they require.

Secondly, optimization of the search can also be accomplished by updating the article to include additional keywords that are specific to the article's content. This approach enhances the likelihood that the article will surface in search results when users input terms that are closely aligned with its subject matter. It is essential to carefully evaluate the terminology used within the article and consider variations or synonyms that users might employ when seeking out information.