How to Search for an Article in the Agent Portal

The Knowledge Base (KB) module in the Agent Portal provides a search bar in multiple locations. Although the UI looks similar, the search behavior varies depending on the section you’re in:

• Articles: Search by Title or ID for KB articles.
• Manage Articles: Search across Sections/Articles in the KB hierarchy.
• Article Templates: Search by Template Name to quickly locate reusable content.

Use this guide to understand what each search can (and cannot) find, how its scope differs, and how to pair filters for precise results.

Each section in the Knowledge Base (KB) module has its own search behavior. Use the table below to understand where to find the search bar, what it can search, typical use cases, and available filter options.

1. Using Search in Articles

The Search feature in the Articles section allows you to quickly locate articles by title or ID across different views, while respecting your current brand and applied filters.

Follow these steps to access and use the Search feature effectively:

1. Go to Articles and select any view, preferably All Articles:

2. Use the Search bar labeled Search by Title or ID.

   

The key function of this Search feature is to match article titles and IDs while respecting the current brand and any applied filters such as status or visibility.
Additionally, search results are context-sensitive:

• If you are in a specific Article view (All Articles, My Articles, In Draft, My Review, Approved, Published, Expired), search will only return articles from that view (if available).

Best Practices

• Use exact ID when you know it for direct navigation.
• Pair with Filters (e.g., Live Status = Published) to narrow results.
• Use concise keywords; avoid very broad terms to reduce noise.

2. Using Search in Manage Articles

The Search feature in the Manage Articles section helps you locate knowledge base sections and articles efficiently. This is especially useful for navigating the KB hierarchy and confirming where content belongs.

Follow these steps to access and use the Search feature effectively:

1. Navigate to Articles → Manage Articles.

2. Use the Search bar labeled Search Sections/Articles.

   

The key function of the Search feature in the Manage Articles section is to match section names and article titles within the KB hierarchy. Results depend on:

• Your current location (Category or Section).

  • If you are inside a Category, search results are limited to that category.
  • If you are inside a Section, search results are limited to articles in that section.

• The filter applied (All, Articles, or Sections).

  • If you select All, search returns both Sections and Articles within the current category or section.
  • If you select Articles, search returns only Articles within the current category or section.
  • If you select Sections, search returns only Sections within the current category.

3. Using Search in Article Templates

The Search feature in the Article Templates section allows you to quickly locate templates by name, helping authors consistently start from approved templates.

Follow these steps to access and use the Search feature effectively:

1. Navigate to KB → Article Templates.
   When selected, you will see two views:

   • All Templates – Displays all available templates.
   • My Templates – Displays templates created by you.

2. Use the Search bar labeled Search Templates.

   

The key function of the Search feature is to search by template name only (e.g., “Getting Started”, “FAQ Template”).
Additionally, search results are context-sensitive:

• If you are in All Templates, search will return templates from all available templates.
• If you are in My Templates, search will return only templates created by you (if available).

Frequently Asked Question (FAQs)

1. Does the search bar behave the same way in Articles, Manage Articles, and Article Templates?
No. Each section has unique search behavior:

• Articles: Searches article titles and IDs.
• Manage Articles: Searches sections and articles within the KB hierarchy.
• Article Templates: Searches by template name only.

2. How does context affect search results in the Articles section?
Search results in Articles are context-sensitive:

• If you’re in Published, only published articles matching your search will appear.
• If you’re in My Articles, only articles you created will appear.

3. How does the search feature work in the Manage Articles section?
In Manage Articles, the search bar labeled Search Sections/Articles matches section names and article titles within your current location:

• Inside a Category: Results are limited to that category.
• Inside a Section: Results are limited to articles in that section.
  You can also filter by All, Articles, or Sections.

4. How do I search for templates in the Article Templates section?
In Article Templates, use the search bar labeled Search Templates. It searches by template name only (e.g., “FAQ Template” or “Getting Started”).

5. What are the best practices for improving search accuracy in the Articles section?

• Use exact IDs when possible.
• Pair search with filters for precision.
• Use concise keywords instead of broad terms.

6. Does the search feature respect brand settings in the Articles section?
Yes. In Articles, search results respect your current brand and any applied filters.

Related Articles

• How to Use Global Search in the Agent Portal
• Managing Knowledge Base Access in the Agent Portal
• How to Enable or Disable KB Module in the Agent Portal
• Creating and Importing an Article Template