Version of script: 2.7.1
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What terms did you try when SEARCHING for a solution: keyword, knowledgebase, category, filter
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Hello,
I am building a knowledgebase for the products of my company. I was wondering how keywords and categories should be used. Let's say I have product A, B and C and while some articles would be general, most of them will be specific to one product. My question is how best it is to structure my knowledgebase and what impact on the results have the keywords I can specify for each article.
I read the article https://support.mozilla.org/en-US/kb/wr ... e-articles as suggested.
I had originally though of creating a category for each product with sub-categories (How to, troubleshooting, pre-sales). However, as a search can not be filtered by category, it does not really make sense. Results will show articles for all products.
If I add the product concerned in the title of the article, it will be ignored as it will be too often found to be taken in account (the rule of 50%).
Should I use the keywords for that? Viewing the videohttps://support.mozilla.org/en-US/kb/wh ... e-keywords, I think I should not.
I would be happy to hear feedback and advice from more experienced hesk users!
A huge thank you for the script, Klemen. I have been able to use it to channel all my support and could customize it to my needs. Very very happy with it! Now preparing knowledgebase.
Merry Christmas!
Celine
