Hey Hubspot folks, our customer success team has been using Knowledge Base for a few years now for customer FAQ articles as well as internal processes. We have found the knowledge base difficult to search internally for articles. KB seems to be biased to only search the article title and misses the content within the article. Is there a way to add keywords to our articles? Is this what the ‘Tags’ are used for in the Metadata section?
Hey @Twahl215,
Welcome to the community!
The Tags field under Tags & metadata is indeed intended for this. Our documentation on the matter states: Service > Knowledge Base, open the article, select Settings > Tags & metadata, then add existing tags or create new ones. This guide walks through it: Manage knowledge base categories, subcategories, and tags.
Tagging in a few other folks from the community to see if they have anything else they’d like to add here:
Hey @Lnorden2, @danmoyle, @rebeccatravels – do you have any additional suggestions for @Twahl215 on this?
Thank you!!
Sam, Community Manager
Thank you, Sam! This is exactly what I was hoping for. I’ll share this with my team so we can put the Tags to work.
