Rave: Staff Knowledge base search and user side

[Intrepid_Soul]

So I had a little dilema, in my previous CS faq system there was no way for me or my web team to figure out how many visits any faq got. So I found this third part option a free stat counter page(statcounter.com great resource and cheap too). Anyways, it required a script on the page for it to counter each visit. So I went through the tedium of adding this bit of code to every faq (article in Kayako language), over 300. The stats were great, but getting my staff to add the code to the new faqs as they created them was a challenge. I started the long process of removing this code, well I got busy and it was not removed from every page, but alot of them.

Now with us switching to Kayko, we don't need it at all.

Well I started the tedious process of transfering data, our previous solution had no export so we just started moving things the old fashion way, copy and past. We are at about 200 articles moved over. I started clicking around the user site, and noticed some of the articles didn't have a wait to rate them, or the user control panel. I noticed at the end of the articles they said code corrupt or something like that. I went into one article and checked it out, I changed the view to Html (WYSIWYG mode), there it was the script for stat counter.

My first thought was,"Oh now I am going to have to go into each article and see if this code is there, eith from the user side or the staff side. Ugh! On a lark I tried searching for the term statcounter which was the starting point of all the scripts, in the body of all articles. I knew that phrase did not occur natually in any of my FAQs, and sure enough it found HTML Wow! I thought hmmm what about the end user side, so I jumped over there and did a search, presto the same list shows up!

I think a little out side the box anyways, but this adds a great deal of power to the knowledge base. You could add a html comment, which is invisible to the end user, with key words that will force the article to appear in searches it normally wouldn't show up. Awesome~!

[darkhorse]

This could also be implemented by having a keywords field as part of the KB system and thus you could add comma delimited keywords to that field instead of hiding it in the html of the article...