Auto-complete in My Knowledge

Why wait until you have typed your entire question to try to locate the information you need? This feature will cause articles to be suggested as you type in the search box on My Knowledge. A list of articles will be presented directly below the box you are typing in. If you see an article of interest in the list just click on it and you will be taken directly to the article.

Screen capture of a search box on the My Knowledge platform, showing suggested articles appearing dynamically as the user types. A list of articles is displayed directly below the search box, offering clickable links that take users to the relevant article instantly.

When you are looking for answers, whether it is as an employee trying to locate the right form to apply for a visa or as a contact center representative trying to help a customer, you want to get to that answer quickly. Now you can explore the KB as you type, no need to wait for a search results page to be returned or a complete idea of what you are looking for. As you type you can nearly immediately see the sort of articles that are being returned, either showing you just what you need, or giving you ideas about how you might refine your question based on what is in the knowledgebase.

Steps to Enable

This feature is only available for customers that have already enabled Fusion Knowledge with the Redwood User Experience and only in Redwood UIs such as My Knowledge with the Redwood User Experience for Service or HR Help Desk. Additionally the profile option ORA_CSO_ENABLE_KM_AUTOCOMPLETE will need to be set to Yes.

Tips And Considerations

As is the case in all search-related tools, the more precise and complete your question is, the better the results you will receive. In other words, the auto-complete values returned for part of a single word may not be as helpful as the articles returned once you have entered more unique, descriptive text related to what you are looking for.