Self-service and knowledge · The findability · Element
The search
Whether the article surfaces for the words customers use.
The part
What it is
Tested with the actual phrasing from support tickets rather than with the terms the article uses.
Customers search using the words for their problem, not the words for your feature.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.
The other elements in the findability
The structure
Whether the answer is visible immediately.
LearnThe speed
How long finding the answer takes.
Learn