In Knowledge Base searches, should I use quotation marks?
Normal Knowledge Base searches consist of a few words, with spaces in
between, without quotation marks. The Knowledge Base will return all
the documents that contain all of those search terms, in any order,
regardless of their capitalization. In addition, the Knowledge Base
will not distinguish between plural and singular terms; a search on
account will return documents containing both "account"
and "accounts", and vice versa.
If you use quotation marks, the Knowledge Base will return only documents
that contain exactly the term or phrase in your search, with exactly
the same case, order, and punctuation. In addition, the Knowledge Base
will not ignore any of the terms in your search. Usually, the
Knowledge Base ignores common words (such as "the") to speed up your
search. If you really want to include the word the in a
search, enclose it in quotes.
Why use quotes? In general, searches without quotes will give you more documents in your search return, so you're more likely to see the content you want. However, if you're getting too many documents back in your search results because one of your terms is a specialized one, perhaps quotes would help.
Last modified on August 10, 2011.







