Thanks for posting to the Community.
Did you get any information on this worth sharing?
Not yet, I'm assuming no one has a knowledge centered support setup in workspaces.
Whats the Ivanti position on this? (I've seen the ER's)
Effectiveness on KB Articles are not implemented in WorkSpaces.
With "Automatic Search" I assume you mean the little pop-up in Web Access which shows you (based on case data) if article can be found.
This too is not implemented in WorkSpaces.
However, you can create an KB search action in your process to search for knowledge and only proceed with the case when the RaiseUser says that non of the found articles contain the answer.
An old article on this can be found here A step-by-step example of how to configure the "Autosearch" functionality for End Users (includes some reporting advice)
The documentation shows this here https://help.ivanti.com/ld/help/en_US/LDSD/11.0/Default.htm#005 Web Access/SelfServiceSearching.htm
In the Service Desk SnapIT Content Pack you will find a calculation which shows how to "enhance" the look oft the results in an HTML attribute for the user.