Search for Specific Record Types in Self Service
When someone performs a search is Self Service, the search looks through all the records that this person has access to in Self Service. That means that the search results may include this person’s requests, approval tasks, services, etc. But if this person only wants to look through the knowledge base, or look for a specific request template, these other records can make it harder to find the right item.
That is why the Search functionality in Self Service now provides the ability to look only for a specific type of record. To find a specific knowledge article, for example, enter a search phrase, press the Search button to go to the search results page, and then press the Refine Search button (the one with the little cog). That reveals all the new search options. After checking the Knowledge Articles box, the search results are automatically refreshed.