Record indexing

Choose which record types are included in knowledge search, so their text answers questions too.

You will turn on indexing for a record type so its records can be found by meaning search and used by Ask Axis.

Before you start: this page needs Full control on Knowledge base. Others see "Admins only".

Steps

  1. Open Knowledge Base › Record indexing.
  2. Read the note: turn a type on to index its text fields; new and updated records are embedded automatically; existing records are indexed as they are next written.
  3. Switch on the toggle beside each record type you want. Line-item types are not listed. Record indexing toggles
  4. Switch it off again to stop.

What happens next

  • Every text field of a record is split into passages and indexed when the record is created or updated.
  • Results show the record type and are checked against your permissions: you only see a passage if you may read that record and that field.
  • Turning a type off removes its indexed records from the knowledge base. Deleting a record removes it too.

Tips

  • Start with types that carry free text: tickets, notes, product descriptions, policies.
  • Existing records are not indexed in bulk when you switch a type on. They join the index as they are next saved.

Troubleshooting

Admins only You need Full control on Knowledge base.

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