Help People Find Request Templates

The ‘Search Phrases‘ section of the Analytics console can be used to analyze the searches that people performed in Self Service. During a review of the search phrases, a support organization may discover that people are trying to find a request template but have been unsuccessful because the words they used did not match the words in the subject, service name, registration hints or note of the request template.

To make sure that the request template shows up when people use the phrase that was previously unsuccessful, it is now possible to specify keywords in a request template. This works the same way as the Keywords field of knowledge articles.

After adding keywords in a request template, people can immediately see the difference when they perform a search in Self Service or in the Service Desk console of the full UI.