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how to force users to search knowledgebase on the client portal before raising request

Mark Sims August 11, 2017

on the customer portal page as well as the big search box, there are the various request types our users can log. what we would like to do is 'hide' the ability to choose from the request types to force the users to start typing into the search box - we want them to actually use our knowledge base articles! but then still give them the option of raising the request should they not find an article.


has anyone done this or could give me some pointers

1 answer

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Fabio Racobaldo [Herzum]
Community Leader
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February 28, 2024

Hi @Mark Sims ,

search a KB article works on both search box and on summary field during request creation so customer has the possibility to have a possible solution to its issue before raising a new request.

Hope this helps,


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