6Manage the Search Dictionary

This chapter contains the following:

Manage the Search Dictionary

You can use the Manage Search Dictionary tool to view, edit, and add concepts and synonyms to the dictionary. You can add terms that are important to your organization and your users, including specific products and services, as well as the synonyms (acronyms, abbreviations, alternative names, and legacy names) that agents, customers, and authors might use when searching for answers to questions.

The dictionary enables search users to quickly and easily find answers in the knowledge base without knowing specific terminology or how the content is worded or organized. Search automatically matches users' questions to the best answer.

A concept is an important term used in your organization or by your users. Concepts include products, services, and other terms that have specific meaning in your industry. Concepts have synonyms, which are words that have similar meanings, and also abbreviations, acronyms, legacy names, or other alternative names that people might use when seeking answers to questions. For example, the concept plan in your industry and organization might include the synonyms agreement and proposal. The dictionary treats concepts and their synonyms as a single object.

When you implement Knowledge, the dictionary already includes many common and industry-specific concepts and their synonyms. In addition, it automatically creates concepts for the products defined in your product hierarchy.

You can update the dictionary by adding new concepts and synonyms, and by modifying existing concepts and synonyms to ensure that search is matching your users' questions to the best answers in the knowledge base. For example, adding synonyms to automatically created product names can help answer users' questions about those products when they use abbreviations, acronyms, or other alternative terms. Knowledge analytics can also help you identify possible dictionary updates to improve search accuracy.

List Concepts

You can list the automatically created product concepts and any concepts that you have updated or added to the dictionary.

To list these concepts, do the following:

  1. Sign in to the application, and from the navigator, click Setup and Maintenance.

  2. From the Setup drop-down list, select the Service offering.

  3. Select Knowledge Management from the functional areas, and then select the Knowledge Management Search Dictionary task.

    The Manage Search Dictionary page displays the product concepts and concepts that your organization has created or modified.

    Note: The dictionary is organized by language, not by locale. All locales based on the same language use the same set of dictionary concepts and synonyms.

Find Concepts

You can use the Find feature to locate concepts.

To locate concepts, do the following:

  1. Click Setup and Maintenance and navigate to the Knowledge Management Search Dictionary task.

  2. In the Manage Synonyms pane, enter a concept, or a partial concept name, in the Find text field.

  3. Click the search icon.

    The search results display concepts that match your search criteria in all your active languages. The search results include enabled and disabled concepts.

You can add concepts to the search dictionary. You can also add, update, and delete synonyms for existing concepts.

To add concepts and synonyms:

  1. Click Setup and Maintenance and navigate to the Knowledge Management Search Dictionary task.

  2. Click the + symbol in the Manage Search Dictionary page.

  3. Complete the fields Concept Name and Description.

  4. To add a synonym, click the + symbol in the Concept Details window.

  5. Enter the Synonym name and select the Language from the drop-down list and save it.

    Note: You can add synonyms only for your active languages.

You can update concepts and synonyms, and enable or disable concepts. Search ignores disabled concepts when matching users questions to the articles in the knowledge base.

To update a concept, do the following:

  1. Locate and double-click on the concept to open the Concept Details window.

  2. Edit the concept description in the Description text box if desired.

  3. Add or edit synonyms as desired.

  4. Click Save or Save and Close to update the changes.

To enable or disable a concept, do the following:

  1. Locate and double-click on the concept to open the Concept Details window.

  2. Click on the check box to change the state of the concept.

  3. Click Save or Save and Close to update the changes.

Enable Search to Add Product Names to the Dictionary Automatically

You can enable search to automatically add product names located in external document collections to the Search dictionary. The application creates new concepts for the product names that it discovers during content processing.

Adding product names to the dictionary improves search accuracy because search will treat product name concepts as important search terms, and will rank documents that contain those product names higher in search results. You can also add synonyms to product name concepts to help match common terms that users ask about to specific products and services.

You enable automatic product name concepts by setting a profile option. When you turn the profile on, the application automatically generates product concepts from product names and adds them to the dictionary. It also shows any name changes in existing products, except for the products you modified manually with the Manage Search Dictionary tool.

  1. Go to Setup and Maintenance.

  2. At the Setup menu, select Service, Knowledge Management.

  3. At the Company Profile panels, select Manage Knowledge Search Profile Options.

  4. Select CSO_ENABLE_AUTO_PRODUCT_CONCEPT_GENERATION profile.

  5. Select Yes to apply the profile to your site.

    You will see the effects of automatic product concept generation after the next content processing cycle completes.

You can disable this profile, but be aware that turning it off may compromise search accuracy. The application won't generate product concepts from product names and will remove the existing product concepts from the dictionary, except for the product concepts you modified manually with the Manage Search Dictionary tool. To disable this profile, select No.

Industry-Specific Search Dictionaries

As a knowledge manager, you can choose a search dictionary that is more relevant to your business than the default Customer Help dictionary. Industry-specific search dictionaries result in more accurate search results, and are translated into all supported languages.

Industry dictionaries include concepts, synonyms, and other features that optimize search results for your business. For example, the Finance industry dictionary comes with pre-defined financial concepts and synonyms that enable the search to fetch the most relevant answers for your search terms.

You can choose one of the following dictionaries:

  • Customer Help is the default, and includes concepts like Service Request, Customer Satisfaction and Purchase Order. Customer Help is included in all industry dictionaries, so changing from customer help to an industry dictionary does not remove any concepts.

  • Computer includes concepts like JDBC Connector, Public Key Certificate, and Read Only.

  • Finance includes concepts like Vesting Schedule, Variable Interest Loan and Slush Fund.

  • Insurance includes concepts like Dwelling Fire Policy, Claim Adjusting and Optional Coverage.

  • Telecommunications includes concepts like Android, Family Plan and Internet Traffic.

  • Travel includes concepts like Booking Code, Advance Seat Reservation and Twin Cabin. It also includes airport concepts and IATA airport codes, such as Frankfurt Airport and New York John F Kennedy Airport (JFK), and contextual recognition of ambiguous IATA airport codes. Contextual recognition of ambiguous airport codes of the Travel industry dictionary is available in 5 languages: English, Spanish, German, French, Italian. For example, the IATA airport code WAS (Washington Airports) is the same string as the verb was in English. Contextual recognition looks at the context of the user's question to determine whether the string is a verb or an airport code.

Select an Industry-Specific Search Dictionary

You can swap the default search dictionary of the application for an industry-specific dictionary. Selecting an industry-specific search dictionary can fetch better search results for your search terms.

Changing from the Customer Help to your industry-specific dictionary does not affect product concepts or any concepts that you added or modified. Changing the dictionary takes effect immediately in Manage Search Dictionary, and after content processing, the newly selected industry concepts and synonyms will be used to determine the most relevant search results.

  1. Go to Setup and Maintenance, select the Service offering and then select Knowledge Management.

  2. Select Manage Knowledge Search Dictionary.

  3. Select Change and you will see a warning message about the impact of changing the dictionary.

  4. Select Continue and select an industry from the list.

  5. Click Apply to see an industry change confirmation.

About Good Document Titles : Explained

You want your customers to have a productive experience when they search for answers, starting with strong, relevant document titles. A strong document title identifies a topic and begins to inform the customers about the content. A poor title can obscure vital information so your customers may not select it although it contains the desired content.

Search Can Assign Titles to PDFs

In many cases, some or all of the articles in your collections are PDFs. Most PDFs have a visual title, which is a string of text on the first page that most readers would recognize as the title, for example Mobile Phone User Manual or How to Read a Stock Report. However, not every visual title is that easy to spot. There may be many lines of text on the first page, or maybe no text at all. So how does Search determine the visual title to match to a search request?

Search uses the automatic PDF title discovery feature to determine PDF titles. It finds the visual title of a PDF automatically and uses it for title matching and as the search result title. A key advantage to the title discovery feature is you don't have to do any additional authoring to provide the best search result title.

The title discovery evaluates the PDF for visual factors, such as:

  • The size of the font. Usually the larger text on a first page denotes a title.

  • The position of the text, for example, the first few sentences of the PDF.

  • The phrase length and distance between lines of the text.

For example, a string of text appears on a first page of a PDF as:

Oracle [Font Size 30, Bold, Red]

User Guide [Font Size 24, Bold]

Knowledge Management [Font Size 20]

Version 1.1 [Font Size 18]

This user guide describes how to use Knowledge applications [Font Size 11]

Most users wouldn't read this string of text as:

  • Oracle, or

  • Version 1.1, or

  • This user guide describes how to use Knowledge applications.

But they would read this text as:

  • Oracle User Guide or User Guide

  • Oracle User Guide Knowledge Management or User Guide Knowledge Management

  • Oracle User Guide Knowledge Management Version 1.1 or User Guide Knowledge Management Version 1.1

So, in this example the PDF title discovery automatically determines the best titles for search accuracy as Oracle User Guide Knowledge Management Version 1.1, or User Guide Knowledge Management Version 1.1.

If the PDF has no string of text on the first page, making it impossible to find a visual title to assign, it selects one of the following as a search result title:

  • The title in the PDF's properties, if a properties title is defined.

  • The PDF's file name.

Note: The visual title that Search assigns to a PDF appears as a search result title only after the full content processing cycle is complete.

How to Disable the Automatic PDF Title Discovery

The PDF title discovery feature is enabled when you open the application, but you can disable it. However, be aware that disabling this option may severely compromise search accuracy. If you do disable it, you will see the following warning message:

Enable the automatic title discovery for PDFs. Test thoroughly as this changes impact search accuracy. Search will reflect the change after content processing completes.

When this configuration option is off, the application assigns a search result title for a PDFs as if there is no visual title available. The change of this option takes effect after the next content processing cycle completes. To disable the automatic PDF title discovery:

  1. Log in and click Setup and Maintenance.

  2. At the Setup menu, scroll down and select Service.

  3. At Functional Areas, select Knowledge Management.

  4. At Knowledge Management, click Manage Knowledge Search Profile Options.

  5. At the Manage Knowledge Search Profile Options page, click CSO_AUTO_PDF_TITLE_DISCOVERY.

  6. At the Site menu, select No.