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Avionté Knowledge Base Features

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The Avionté Knowledge Base is part of the Avionté Support Center. The Knowledge Base, or KB, features technical articles, FAQs, and process walkthroughs to guide the use of Avionté applications.  




Access the Avionté Support Center by visiting 

Users may submit a ticket or view open tickets by clicking the links in the upper-right.




Content Organization

Avionte Documentation is organized into three hierarchical levels - Categories, Sections, and Articles. 


Category A category is the highest level of content structured to mirror a general area of Avionté. Categories such as Configurations are separated into Sections.
Section A section is a mid-level of content structured to narrow the focus of Categories. Sections such as Configurations-User Settings are separated into Articles.
Article An article is the most concentrated level of content structured to explain individual items in the Avionté application. Articles such as Config Options-UseSMTPEmail display in search results, contain links to other articles, and provide a space for user commentary.  





Content can be searched with the search field located on every Documentation page. 






  Search Field               

Terms, phrases, and sentences entered into the search field will generate results based on relevant matches within an article's title, body, and additional labels attached to the article by the author. Search terms entered into the Knowledge Base search field will generate results in this order:


  1. Matches to an article's title

  2. Matches to article labels (tags attached by the author)

  3. Matches to an article's body containing more frequent use of the term

  4. Matches to an article's body containing less frequent use of the term



Relevancy matches are also impacted by a text analysis process that considers the following factors:


  • Exact match - Results that exactly match a word in the search string. This scores higher than a stemmed match.

  • Stemmed match - Results where a word matches after stemming. For example, the plural form of a word generally matches the singular form as in search for the word "pay," which will generate an article with the word "paid" in it, but not before the exact use of the word "pay."

  • Term frequency - Number of matches returned in a single field. Higher term frequency increases the score.

  • Field length - Matches in shorter fields score higher than results in longer fields. For example, if you have a single word search, that matches a one-word title, that will score higher than a hit in a long article title with many words.

  • Proximity boost - The score is boosted when all the search terms are close together in the same field. For example if all the search terms are included in an article title this puts them in close proximity and gives the result higher relevance.

  • Query length - For one and two word queries, the algorithm returns only documents that match all the search words, but for longer queries a percentage of the search words can be missing. For a 3 or 4 word query, one word can be missing. And so o


Results Count

The total number of articles containing the entered search terms.


Article Title

 The title of the article.



The most recent author of the article. The Avionte Technical Writing team updates content as the product evolves and as new information is gathered. 


Navigation Path

Also referred to as a "breadcrumb", the Navigation Path shows the location of the article relative to the Knowledge Base content hierarchy. The first element in the path is the category to which the article belongs, the second element is the section. Clicking these links will navigate to the relevant section.


Summary (First Sentence of Article)

The Summary is the first sentence in the body of an article and acts as a brief view into the article's content. 



Pagination is the arrangement and number of pages in a catalog. To maintain clean page organization, pagination links appear at the bottom of the page when a search generates a large number of results.





Users can browse the Knowledge Base through menu functionality displaying categories, sections, and articles. 


From the Support Center Home page, click a category link to access content specific to that category. 



The Category page will open displaying sections within the category. 







The top-most level of content hierarchy is the category



The mid-level of content hierarchy is the section. Sections comprise a category.


Expand/Collapse Button

The expand/collapse button reveals or hides articles comprising the section.



The most concentrated level of content, articles comprise a section.


Additional Articles

To maintain clean page organization, the Knowledge Base only displays as many article titles as space permits. Click the additional articles link to access the complete list of articles in the section.




Signed-in users are able to rate content, submit comments, and track associated articles. 






Click a corresponding icon to rate whether the article was helpful.



Submit comments directly to the Avionté Technical Writing team. 


Related Articles

The Related Articles area displays articles featuring content similar to the currently-displayed article.


Recently Viewed Articles

The Recently Viewed Articles area displays article titles in a descending chronological order beginning with most recent. 



Answer Suggestion

When submitting a ticket to Avionté, documentation articles are suggested on the right-hand side of the form based on keywords entered into the Subject field.



As the words "Employee Skills" are entered into the Subject field, suggested articles are populated in the Answer Suggestion area.


Click on a suggestion to open that help article.

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