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Content not appearing in Self Help when searching
  • 17 Dec 2021
  • 1 Minute To Read
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Content not appearing in Self Help when searching

  • Dark
    Light
  • PDF

Causes:

Content may not appear in the Self Help widget when,

  • the content has not been added in the Self Help segment
  • the content doesn't have the relevant keywords that are being used in the search phrase
  • the tags attached are restricting the search scope, thus preventing content from showing up when searching in Self Help
    selfHelp_segment_tags.png
  • the content is segmented to not appear to certain users based on their roles
  • the static content does not have the necessary tags
  • the Global search is disabled for Smart Context-enabled accounts

Solutions:

  • Ensure that the content is added in the Self Help segment.

  • Include relevant keywords in the content so that it shows up in the search results.
    See, Using keywords to help users find content.

  • Check the Tags that are attached to the content that ought to appear in Self Help. There could be a conflict where you may need to remove or update a tag to ensure the content shows up again.
    See Restricting Self Help Search results using Tags.

  • Check whether user roles are used to segment content. If so, make sure the contents are added to the specific Self Help segment.

  • Ensure that the global page tag is attached to static content so that it is visible all through the application.
    See Adding Tags to content.

  • Configure the settings to allow global search if you've enabled Smart Context.
    See, Smart Context.


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