This documentation supports the 20.02 version of Remedy Knowledge Management.To view an earlier version, select the version from the Product version menu.

Search result relevance

When a search is performed, articles are displayed in the search results according to the article relevance for the search criteria. Article relevance is calculated using the following details:

Related topics

Using
Understanding-search-results


  • Search criteria — According to the number of times that the search criteria was found in an article, the number of words in a searched phrase, and the order of words in a searched phrase.

  • Article boost parameter — Increases relevance when an article was found useful or viewed by users, as follows:

    • Use — You indicate that an article is useful to you by clicking the Use button that is available for that article.
    • View — You open an article for viewing from the search result list.
      Use and View actions are calculated individually, according to configured settings.

    When recalculated for a Published article, the boost parameter is also recalculated for any Draft article that has been created from the Published article. Therefore, the relevance of the Draft remains identical to that of the Published article.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*