Setting up a comprehensive knowledge base is the key to increased customer satisfaction and improved productivity. For instance, if a knowledge base is created with motive to provide customer service representatives with solutions to the most common issues, so they can assist customers quickly then, the search facility of the knowledge base should be incredibly fast.
PHPKB knowledge base software has powerful & accurate search engine that can search thousands of articles. It can search among categories, articles, news, attachment files, and custom-fields. Each article in the search results is ranked based on its relevance, i.e. most relevant articles are displayed at the top of search results. The relevance value is an approximation of how close the article is to the search criteria. The value is calculated by the full text search engine which uses a complex algorithm to determine article relevance. For example, words that appear near the beginning of a document are more relevant than the same words appearing towards the end of the document.
Full-text search involves indexing the individual words within a field to make searching through many records quick and precise. Full-text indexes can offer a lot more flexibility in terms of the order of matching words, how close those words are together, etc.
A full-text search can stem words. If you search for "run", you can get results for "ran" or "running". Most full-text engines have stem dictionaries in a variety of languages.
A full-text index can encompass multiple columns. For example, you search for "changing nameservers", and the index can include a title, keywords, and a body. Results that match the title can be weighted higher, as more relevant, and can be sorted to show near the top.
If you did not specify any search options, the search functionality examines the following:
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