Knowledge Management

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Knowledge Management enables you to manage the knowledge articles that help Service Portal users solve problems, post news articles on the Service Portal, and moderate questions and answers.

The Knowledge Management module is made up of the following areas:

Articles. Enables you to add, modify, and delete knowledge articles.

News. Enables you to add, modify, and delete news articles. News articles can be alerts for the Service Portal users about critical issues, and other important or general alerts. They are displayed in the widgets panel of the Service Portal.

Models. Enables you to add, modify, activate, and retire article models. For more information, see Article models.

Q&A. Enables you to moderate questions and answers from Service Portal users. For more information, see How to moderate Q&A.

Hot Topic Analytics. Enables you to analyze questions and requests submitted by the Service Portal users, as well as the types of information users are looking for. For more information, see Hot Topic Analytics for knowledge articles.

Note It is recommended that you assign data domains to articles that contain sensitive information, and use targeted permissions to enable strong security. For more information, see How to assign a record to a data domain.

If you do not assign data domains, in some cases, users in the Service Portal could view articles that were published internally using REST APIs. For more information, see Data domain segmentation.