By default, when an Agent performs a Knowledge Base search from an Issue's Description field, the most popular Solutions are displayed, regardless of the Issue's classification (such as a hardware Issue).
The Auto-filter Fields feature in Knowledge Base administration allows Workspace administrators to select fields to use as a filter when users search the Knowledge Base from the create/edit Issue pages.
If an Issue has a field called Category and the choices are Hardware and Software, and you have set up Auto-filter Fields with Category as a Filter Field, when a user searches the Knowledge Base from within a Hardware Issue, the results will automatically filter out all Solutions except for Hardware Solutions.
The more fields you add to the Filter Fields list, the more specific the Knowledge Base search will become. For example, if an Issue has another field called Subcategory and the choices are Desktop and Laptop, and you have also set up Auto-filter Fields to include the Subcategory field, when a user searches the Knowledge Base from within a Hardware/Desktop Issue, the Knowledge Base search will only return Solutions classified as Category: Hardware and Subcategory: Desktop. As you add more fields to the Filter Fields list, the Knowledge Base searches become more specific and return fewer results.
To select Auto-filter Fields to use as a filter for the Knowledge Base search with Issues:
Select Administration
| Workspace | Knowledge Base from the FootPrints
Toolbar.
In the Auto-filter Fields section of the Knowledge Base page, select a field or fields from the Select Fields list, then click the Add button to move the field(s) to the Filter Fields list.
Enter your password and click the SAVE button.
To remove selected fields from the Filter Fields list:
Select the field or fields to remove from the Filter Fields list, then click the Remove button. This moves the field(s) back to the Select Fields list.