I have a small number of articles, but to change “characteristics” to “attributes”, I am going to have to open each of them and do a browser search for that word. That situation becomes rapidly untenable as the number of article grows.
As far as I can tell, the current KB search only examines the title and summary-descriptor. That’s fine for end users. Most of the time, that’s all they’ll need. But for the creators of the knowledge base, the KB must act more like a publication system--in this regard, at least.
(It does a fine job with link management, which is no small feat. Bit this functionality is important, too. You don’t need it all the time, but when you need it, you really need it.)
Perhaps there is an AI tool that can be employed to walk the article-tree and find relevant articles?
For extra credit, I would recommend functionality I once implemented for a now-defunct documentation system:
- Allow replacement text to be specified
- Allow system-wide “replace all” but only after checking 27 times to be sure that’s what they really want to do
- Visit each article that contains the text, in edit mode
- Allow “replace all” within the article
- Allow a simple replace-and-go-to-next-instance (same article or next article)
- Allow a revised-replacement
- Allow further revisions to the article, as long it’s already open for editing.
- Sometimes, wording needs to be changed to accommodate the replacement text.
- Sometimes, necessary revisions leap out at you while viewing the text. (It’s easier to do it in the moment, instead of having to take a note, remember to act on it later, find the article again, and then make the change.)
CORRECTION:
Intercom does have article search. (Thank God!). It wasn’t easy to find in the Help system, and I was oblivious to it in the KB pages, but it’s there. Right at the top of the folder listing, there is a “search for text” box. (Too cool! Searches within that folder, I think.)
For a global search, go to the top-level container (Content), and do the search there. Yay! That at least makes it possible to find all occurrences. (You then visit each article in turn, click Edit, do a browser-search for the term in question, and type in a replacement. Not exactly convenient, but it is at least possible to get the job done.
(BTW: Thanks for listening! :__)
