It would be a good idea to have a KCS search algorithm to give better results for service desk analysts.
Currently you have to be exact in your wording when searching to get what you are after.
The word search would find alike words. Example: searching for a string containing 'mobile' will search kcs for 'mobile, cellphone, smartphone' and possibly expand to include samsung, nokia or things related to 'mobiles'.
- This speeds up searches from analysts reducing the time needed to find knowledge to help the end client, analysts do not need to be exact in wording to find correct KCS.
We are in R12.6, if this is better in the newer versions please let me know.