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Keyword use in knowledge articles.

Received Response
edited Oct 29, 2011 4:54PM in Knowledge Management 3 comments


We are creating a new knowledge base.  RNT recommends limited use of keywords.  This is counter to what another group in our company is doing.  They are adding keywords to their knowledge articles.  I want to understand more about why this is detrimental to the search.  We have products that are chemicals so some have many synonyms and these would be considered to be populated in keywords.  We also have questions that sometimes span many different products so rather than list all the product numbers in the knowledge article, it seems that the product numbers would be better put in keywords so when putting in one of these product numbers,

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