Adding excluded key words
Immediately after saving a Knowledge base item, all text you have entered in the Symptom, Problem and Solution fields is indexed and saved in the Knowledge base. You can specify which key words should be excluded from indexing.
Certain trivial words, such as articles, prepositions and the like, can be excluded from the Knowledge base search criteria. Excluded words are not indexed.
To add excluded key words
Procedure
1. Go to Knowledge base > Knowledge base item > Excluded key words.
The elements section displays the existing excluded key words. The list of excluded key words is sorted alphabetically, irrespective of the language.
2. In the action menu, click Add.
3. In the Ignore word field, enter a word that you want to exclude from Knowledge base searches.
4. Click Save.
Repeat the above steps for all words you want to exclude from Knowledge base searches.
5. After building a list of excluded key words, select the Re-index Knowledge base toolbar button to re-index the Knowledge base. This will improve Knowledge base performance.