Has anyone managed to configure the search function for Knowledge (and the Related Items) bar, so that it actually finds the relevant articles? Currently running 2015.2 and we have two issues: the Related Items search doesn't return results as the Search workspace does. Second issue, HEAT indexes the ASCII representation of the images in the articles as text, which, if you search for e.g. 'VIP' you will get loads of articles displayed which do not contain the word VIP. Any suggestions? Or has anyone managed to plug in an actual search engine?
One way other companies have tried to tackle this was to alter the object matching panel to search against a specific field with a combination of other fields and use that as the trigger and the field to search against. An example is either a combination of Service, Category, Summary or if you want it more customer specific, can be Service, Category, Summary, and ProfileLink - etc. Hopefully this will help your case.
Thanks, I will forward this to the admins here (I'm just the Knowledge Manager) and hopefully we can work something out, that works better. But if you have other suggestions and experiences, I welcome any ideas that can improve the search results.
Bjorn - Did this work for you? We have not been able to successfully get Knowledge searches to return relevant results. We have tried several different combinations of Service, Catgeory, etc. and have not been successful. Anything else you tried that was successful? Thank you! Lisa