How To Search Our Knowledge Base
We understand the importance of finding what you're looking for; the purpose of this article is to highlight some key features and search tips to make searching our knowledge base as easy and efficient as possible.
Where to search
You can search our knowledge base from every page.
- On the Home page, the search field is located at the top, front and center:
- On all other pages, the search field is located at the top right:
When you type your search word or phrase and press Enter, you're taken to the Search results page with a list of matching articles. If there are a lot of results, they'll be spread across multiple pages; click the buttons below the list to navigate back and forth between pages.
Performing a search from the Home page searches the entire knowledge base; however, if you navigate to a category first and then perform a search, results will be filtered to just that category.
For example, if you search "message" from the Home page, you'll get hundreds of results, from multiple categories:
However, if you navigate to the Marketing Automation Enterprise category and then search "message":
Your search results are now filtered to only articles in the Marketing Automation Enterprise category:
As you can see, there are far fewer filtered results, making it much easier to find the articles you want in the category you're actually interested in.
NOTE: While this feature provides a more efficient search experience when used intentionally, it can work against you if it's not! Before initiating any search, ensure you're either (a) searching from the Home page for results across categories or (b) within a specific category for filtered results.
NOTE: Results are only filtered on the Search results page. In other words, you must enter a word/phrase and press Enter before filtering occurs.
Predictive Search is another feature that may help you quickly find what you're looking for. While there are limitations to keep in mind (more on this below), it has its own benefits.
If you type and pause (i.e., don't press Enter, a list of suggested articles appears below the search field. The category of each suggestion is also displayed, making it easy to understand an article's topic area.
TIP: A few important distinctions about Predictive Search:
1. Only a maximum of six suggestions are shown.
2. It only displays articles with your search term in their titles.
With this mind, if what you're searching for isn't listed, press Enter to view the FULL list of articles related to your search.
NOTE: Predictive Search doesn't honor the Filtered Search feature discussed above. This means that, even if you've accessed a category, articles shown in the suggestions are pulled from across the entire knowledge base.
Search tips/best practices
Help documentation is only helpful if it can be found, so let's review a few common but important tips to keep in mind when searching.
This is perhaps the most important search tip but one that's often neglected. In many cases, when you're searching on more than one word, the most effective way to do so is to put double quotation marks ("") around the phrase.
EXAMPLE: If I search on send a message, I'll see articles that include one or more of those three words but likely not in that sequential order (i.e., the words will likely be scattered throughout an article). This often muddies the search results and yields too many results. To prevent this, I can search "send a message" to instead focus results to only articles containing that exact phrase.
Exact search is a great way to exclude common but less relevant results, and is recommended when you have an idea what you're looking for. With that said, in cases where you need a more general search, or may not know exactly what you're trying to find, this method may actually work against you and exclude too many articles (and perhaps the one you're looking for!).
NOTE: You must use double quotation marks ("") around the phrase; single quotation marks ('') will not work.
Exclude a word or phrase
In addition to your search term, you can use the minus symbol (-) to exclude a specific word or phrase from the search results. To do so, just add it in front of the search term you want to exclude.
EXAMPLE: A search for send message -group will yield articles containing the words "send" and "message" but exclude articles that contain the word "group." I can further focus my search by combining an exact search with an exclusion: If I search "send message" -group, I'll only see articles containing the exact phrase "send message" that do NOT include the word "group."
Find multiple words
Use double quotation marks (") around each word in a set of words to find articles that must contain ALL those words.
EXAMPLE: Entering "send" "message" "group" retrieves articles that contain all three words, in any order. Make sure you put spaces between the search words or the search handles the text as a single string.