Keywords
You can maintain a list of keywords which can be attached to Knowledge Bank articles. Searches for articles can be based on these keywords. They are not case sensitive.
Best Practices for Creating a Knowledge Base Keyword Taxonomy
Identify Core Topics: Begin by identifying the core topics that your knowledge base needs to cover. These topics will form the primary categories of your taxonomy.
Understand Your Audience: Know who will be using the knowledge base. Understanding the audience helps in selecting keywords that are aligned with how users describe and search for information.
Use Consistent Terminology: Ensure that the terms you use are consistent across the knowledge base. Consistency helps users to find information more efficiently.
Hierarchy and Structure: Develop a hierarchical structure with broad categories at the top and more specific keywords as you go deeper. This helps in organizing the content logically.
Include Synonyms and Variations: Incorporate synonyms and variations of keywords. This accounts for the different ways users may search for the same information.
Limit the Number of Keywords: Don't overload categories with too many keywords. Aim for a balance where keywords are specific enough to be helpful but not so numerous as to be overwhelming.
Review and Revise: Periodically review and revise the taxonomy. As your knowledge base grows and evolves, so too should your keyword taxonomy to reflect new topics and user feedback.
Use Tools and Software: Utilize keyword research tools and knowledge base software to aid in identifying popular search terms and organizing your content efficiently.
Remember, the goal of creating a keyword taxonomy is to make it easier for users to find the information they need quickly and efficiently.
Adding a Keyword
Select the Menu button, then Admin, and then select System Administration. The System Administration window is displayed.
Expand the Text Retrieval group, scrolling down if necessary.
From within the Text Retrieval group, select Keywords.
A browse table of existing keywords appears. Select the New icon. A blank row is inserted in the browse table.
Click to position your cursor within the new row and type the name of the new keyword you want to add to the list. Although the words are displayed in uppercase, you can enter them in lowercase.
Repeat for each word you want to add to the list.
Select to save the changes. Provide the Change Reasons if prompted to do so.
The list is redisplayed, with the new word(s) in uppercase, filed in alphabetical order.
Renaming a Keyword
Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed.
Expand the Text Retrieval group, scrolling down if necessary.
From within the Text Retrieval group, select Keywords.
A browse table of existing keywords appears. Select the word you want to edit.
Overtype with the name you want to assign for the selected word.
Repeat steps for each word you want to rename.
Select to save the changes. Provide the Change Reasons if prompted to do so.
The list is redisplayed, with the word(s) in uppercase, filed in alphabetical order.
Deleting a Keyword
You cannot reverse this procedure. If you deleted a word by mistake, you have to re-create the entry by adding the word to the list.
Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed.
Expand the Text Retrieval group, scrolling down if necessary.
From within the Text Retrieval group, select Keywords.
A browse table of existing keywords appears. Select the word you want to delete.
Select the Delete icon. The word disappears from the list, but the changes are not permanent until you save the changes.
Repeat for each word you want to delete.
Select to save the changes. Provide the Change Reasons if prompted to do so.
The list is redisplayed and the changes are permanent.
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