How do I configure the search on the Support - Home screen?
When I search for words that exist in cases that appear in my list of cases (so I do have access to them) - no results whatsoever are returned in the search.
What do I need to do to get them to appear in the search results?
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Hello Jim
Navigate to portal >> entity list >>Select entity list >> search and enable search and provide place holder text if required
Thanks
James
yes, by default knowledge articles are searchable through customer self service portal.
I wonder if you we can get cases as well. but apparently, I don't find it good practice to share the incidents/cases of one customer to other... this could leak some internal info of one org to other...
but from CSR side, yes it should be searchable. I will share if got the solution.
Thanks for the response Mohkam. Is the case/incident entity not part of the search though?
I'm searching using words from existing cases (that I have access to) but nothing shows up.
I think it is by default enabled. by typing test, you may not see any results because you may not have this word in already published Knowledge articles.
try searching keyword 'portal' or 'self' you should see some results if its not configurational issue.
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