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Any workarounds for the JSM Limited Search?

Ryan Soto I'm New Here Jan 08, 2021

Has anyone come up with a workaround or found a plugin of any kind that can help overcome the very limited search in JSM (Cloud) Knowledge Base? We have tons of articles in ours and our clients can't find what they need via searches because it only shows 3 results with no option to see all results.  While we try to organize our categories in a way that makes sense, users are always more prone to using the search and, right now, the search function is pretty bad for end-users.

We've already voted on and commented on the open ticket regarding this, too. We were wondering if anyone has found a way around this in the meantime.

1 answer

1 vote
Brant Schroeder Community Leader Jan 14, 2021

Ryan,

  Welcome to the community.  Currently there is not a workaround and it is frustrating.  As stated on the issue you commented on and voted for you can use labels to help remediate the issue at the service request level.  Here is what we have done to help with the issue.

  1. Made the knowledge base, confluence site, public and referred customers to search within it.  This does not work for all of our areas since not all of them can make the knowledge base public.  This also defeats the point of having a single portal for customers to go to for self support or to raise a request.
  2. We implemented better titles, an introduction paragraph and strict labels policy.  We also added labels to the specific request types.  This helped improve results but does not eliminate the issue and we are still answering questions with Knowledge base articles that they should have technically found on there own.

Hope this helps a little with the issue until the get it resolved.

Ryan Soto I'm New Here Jan 25, 2021

Thank you. We've been doing the second option you listed but find our clients still use search a lot which makes it tough to get them what they need. Hopefully, this helps in the meantime and the enhancement goes through!

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