Searching the Knowledge Bank in Self Service Portal

While you are logging a call, the Suggested Knowledge feature, if enabled, will spontaneously present related knowledge articles as you complete the details.

You must have Knowledge Bank Search selected in the Options tab of your Self Service Portal Role to access this option.

To perform your Knowledge Bank search, follow these steps:

  1. From the My Options menu, select Self Help and then Search Knowledge Bank.

  2. The Knowledge Search page appears. Complete the details.

  1. Select the article(s) you want to search for. You can select one or a combination of the article type(s).

  1. Click to search. Your search results are displayed in a summary format based on the sort option you specified.

  2. If your search does not yield any results, the following message appears “No Results Matching Criteria”.

  3. Select a specific entry to view more information.