Working efficiently with FAQs requires a keyword search. After creating or modifying an FAQ, you can open a list with keyword proposals for the FAQ using the Select function in the keyword field. The system determines these proposals by reading, evaluating and finally validating the contents of the Keyword, Question, Answer and Products fields against an include and an exclude list.
The list of suggestions also opens automatically when saving after an error code has been created. In the Selected column, you can decide which keyword suggestions you want to accept or reject. The Frequency column serves as a decision help, as it informs you about the words used most frequently in the FAQ. After confirmation with OK, all selected keywords are applied to the keyword field of the FAQ form.
It is up to your administrator to maintain the include and exclude lists (Administration / Service / Keywords - exclude or include menu).
- The exclude list is for not suggesting specific word groups as keywords, e.g., the definite article "the".
- The include list ensures that selected words are already preselected in the list of keyword suggestions. This feature makes it easier for the editor to evaluate the keyword suggestions. As an administrator, include terms in the include list that are frequently searched for in the error code database.