I would like to suggest an improvement in the Service Portal. When my users search for a service "for example: Skype", the search result brings 3 request definitions and 2 FAQs.
But most of my users do not know that they should click on the "Remedyforce Knowledge Articles" to see the KBAs. It is not intuitive.
Below suggestion by numbers:
I do not know if this is the best way to display the results, but I think this would instruct users to click on this item