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Articles load somewhere in the middle of the screen
Answer ID 12724 |
Last Review Date 10/18/2023
How do we stop knowledge base articles from automatically scrolling to the middle of the document when opened from search results?
Environment:
- Sites with Knowledge Advanced, any version
- Agent Browser UI
- Customer Portal, any version
- Opening an article from knowledge base search results
- Does not include browsing, document ID matches, or intent matches
Issue:
When you search for an article in the knowledge base using the side panel, and open it, the article often (but not always) loads somewhere in the middle of the document instead of at the top.
Cause:
This behavior is working as intended. When you open a document from search results, by default the page will scroll to the first highlighted match to the search terms within the document.
Resolution:
You can disable search highlighting to prevent the answer display page from automatically scrolling. See Enabling Search Highlighting in the documentation for Knowledge Advanced.
- Navigate to Search Configuration. Disable search highlighting for knowledge articles and/or other articles, as desired.
- Save your changes and exit Search Configuration.
- Navigate to Collection Setup.
- If you disabled or enabled highlighting for knowledge articles, queue the job Full KB content update.
- If you disabled or enabled highlighting for other articles and you have web collections, queue the job Web Full content.
- Once a job starts, if you open Collection Setup you will see the status has changed to "in progress." Later, it will say that the job was completed.
- After the content update job(s) complete, in Collection Setup queue the job Index Processing & Maintenance.
Once that is complete, articles load at the top of the document when opened from search results.
