Content does not show in Self Help's search results

Issue

Content does not appear inside Self Help when searching for it.

Probable Causes

Content may not appear in the Self Help widget under the following scenarios:

• The content has not been added to the Self Help segment. To make content appear in search, you need to first add it to the default segment of Self Help. For example, if you use a Tag in the search scope to make it appear inside Self Help when searching, you need to add the same Tag to the default segment of Self Help.

• Content delay due to extension-based deployment. The browser extension synchronizes with the Whatfix CDN at regular intervals, which may delay visibility by up to 30 minutes.

• 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. If you add Tags to your search scope, only the content with the same Tag appears in the search results.
  

• 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.

If you're using the Whatfix Browser Extension for content delivery

• If you use an extension-based deployment, you might have to wait up to 30 minutes for the content to appear after pushing to production. The time may vary depending on the store where the extension is hosted. To reduce this delay, Whatfix recommends that you host your extension on the Whatfix Store. Updates typically reflect within a few minutes.

Suggested 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.
  For more information, see Help Users Find Content in Self Help using Keywords.

• Check the Tags that are attached to the content that ought to appear in Self Help. Ensure that the tags in the search scope match those on the content. If the tags don't match, the content won’t appear in the search results. You might need to update the content's tags or modify the search scope to include the correct tags.
  For more information, see Add Page Tags and Role Tags to content.

• Check whether user roles are used to segment content. If so, ensure that the content is 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.
  For more information, see Add Global Tag to the content.
  

  Note:

  If your account has multiple Global tags, select the one with the highest value. For example, if the tags in your account are Global-Page, Global-Page_1, and Global-Page_2, content should be tagged with Global-Page_2. For more information on viewing the Global tags available in your account, see How can I view the Global tags created in my account?

• Configure the settings to allow global search if you've enabled Smart Context.
  For more information, see Smart Context.

If you're using the Whatfix Browser Extension for content delivery

• If you use an extension-based deployment, wait up to 30 minutes for the content to appear after pushing to production. The time may vary depending on the store where the extension is hosted. To reduce this delay, consider using a Whatfix Store deployment. Updates typically reflect within a few minutes, though not immediately. For more information, see Whatfix Store: Our recommended choice to host Whatfix extensions.