The articles in our Knowledge Base used to appear with summaries, which were generated automatically. That’s supposed to help your customers find necessary information easier and faster. The problem, however, was that the automatic summary was generated from the beginning of the article, and the beginning is usually not so informative.
So, we've come to the conclusion that it's not quite convenient and added a new field, where you can describe what the article is about and help your readers find their way to the necessary article faster.
Here are two sample articles that demonstrate how you can make your Knowledge Base more user-friendly.
Indeed, the summary does improve the search and, hence, the resolution of the problem.
The automatic summary generation is still there; it will generate summaries for the articles that do not have ones authored by you.