Search for Knowledge

You can locate Knowledge articles in two key ways:

  • Search for Knowledge
  • View articles related to an inquiry

Search for Knowledge

  1. Select Federated Search icon. (Federated Search). A new browser window opens.

    the Federated Search option on the home page.

  2. Enter your search criteria. Use natural language to get the best results, such as "How do I...?"

    The search results page.

  3. View the list of related articles.

Client360 sorts search results by relevance.

  1. Select Read Full to view the entire Knowledge article.
  2. Let us know if the article was helpful by selecting Yes or No at the bottom of the article.

Use Knowledge related to an inquiry

  1. Select the Knowledge articles icon. (Knowledge Articles) from the Inquiry Details pane.

    Select View more icon. from the Inquiry Details pane to see the Knowledge articles tab, if necessary.

  2. Perform one of the following procedures to work with related Knowledge articles.

    1. Locate the article you want to read in the Suggested Articles list.

      Mave automatically populates the Suggested Articles list based on the details of your inquiry. Provide additional information to see more relevant results.

    2. Select Read full article.

    Remember to mark Knowledge articles as relevant using the (Thumbs up) or (Thumbs down) buttons.

    1. Select Search More Articles.

    2. Enter search criteria in the Search bar.

      Enter your search criteria in natural speech to see better search results from Mave.

    3. Locate the article you want to read.

    4. Select Read full article.

      You can link the article or video to the inquiry by selecting Link To IP00000000.
      Remember to mark Knowledge articles as relevant using the (Thumbs up) or (Thumbs down) buttons.
    1. Locate the article you want to delink in the Attached Knowledge Articles list.
    2. Select Delink.

  3. You can let us know if an article helped you by selecting Yes or No at the bottom of the article.