Plan requirement
| Subscription | Any plan |
| Access | Admin |
The search settings decide what gets searched and how results are put together. Three of them are worth checking.
Open them
- Open the search settings in Knowledge.
- Review what is included and how results are presented.
- Save any change.
- Search for something you know the answer to, and see what comes back.
What is included
Articles, community posts, external sources if you have connected any. Each addition broadens what a reader finds and increases what competes with your own articles.
Broader is not automatically better. A customer searching for an instruction is not helped by three forum threads appearing above the article.
Filters
Whether readers can narrow results by category, section or source. Worth having once the knowledge base is large, and clutter while it is small.
Language
Search runs within the reader's language. Where a language is enabled but barely translated, its readers get thin results and no explanation, which reads as the help centre being empty rather than untranslated.
Test with real searches
Not with the article title. Type what a customer would type, misspellings included, and see whether the right thing is in the first three results.
The searches that return nothing are recorded, and that list is the best guide to both settings and content.
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