you are right, this might ask for a new process to populate the search matches. Take a look at the Snap IT Design App, it contains a small process, that might suit you. The only difference is, that the input for the search query will be delivered from an OCR. But you can simply use a manual input from your user.
You can find the Design App here: Service Desk SnapIT Content Pack
Hi Andreas, The document pdf looks like its not final as it has the changes column down the side and the video is private - I get a blank box appear when I try to login. Looks like this could be the solution though.
yes, the pdf seems defective, but for me it looks complete though, and everything important is in there. The interesting stuff for you is the action "Populate Search Matches" and the small process on page 12. It is a process, similar to the Ivanti Support Portal. You enter the information and after saving, you'll get some suggested solutions. If they work, fine, if not, you'll be able to contact support anyway.
There you'll be able to save the search entries and get to know, what your users are searching for. You can also have a look at what your KB returns and work on that too.
Let us know if you encounter some problems.
I shall have a play around with the process with the populate search matches. Thank you.