Within a given session, the Knowledge Base keeps track of any queries you perform, questions you answer and problems you select. These previous actions can affect searchs that you perform later. Use the New Session tab at the top of the In Box to start a new session with the Knowledge Base. This new session will not retain any of the previous session's information. The search engine employed by the Knowledge Base allows for the creation of synonyms.
Synonyms are different words that can also match a search word.
For example, the words 'void', 'cancel', 'repeal' and 'abolish' will all match if the client searches for any one of them. We have found occasions when synonyms produce undesired results. Our workflow consists of five stages. Only users assigned to each stage can access or edit cases in that stage, though everyone's In Box shows what cases are currently in each stage. For details about the workflow process, see the Knowledge Base Workflow document.