5Configure Search for Knowledge Advanced

Configure Search

Knowledge Advanced search has a default configuration when it is provisioned for your site. During implementation, you should review and configure these features to ensure high quality search results:
  • The industry dictionary, which defines the industry terms that the application uses to match users’ questions to answers in your knowledge base.

  • Automatic product concepts, which automatically adds products that are defined in the hierarchy to the dictionary.

You can also configure the following features based on your organization's requirements and preferences:
  • Whether to use spell checking when evaluating questions and returning answers.

  • The maximum number of search results to display in the user interface.

  • Whether to automatically use products defined in the hierarchy to classify external content collections.

You can configure search features any time after the initial implementation process, but you should be careful, since it can significantly affect the quality of your search results. Make sure you thoroughly test and validate the change in a test environment.

Access Search Configuration Settings

You access the Search configuration by opening the Search Configuration tab, which is typically included in the Service navigation hierarchy, located in the Configuration menu in B2C Service.

  1. Select Configuration in the lower-left portion of the Navigation pane to open the Configuration menu.

  2. Select Service, Knowledge Base, Search Configuration from the Configuration menu to open the Search Configuration tab.

Configure Spell Checking

You can configure the Search spell checker to either correct misspelled words automatically, or to suggest spelling corrections to users when processing questions. You can select from these spell checking options:
  • Automatic sets the application to correct misspelled words automatically when processing a question. This option is enabled by default.

  • Interactive sets the application to suggest spelling corrections to the user when processing a question that contains misspelled words. This option is disabled by default.

You configure spell checking for Authoring in your locale configuration. See Associate Views and Locales to Interfaces for more information.

Set the Maximum Number of Search Results

You can set the maximum number of documents that will appear in search results in Agent Desktop, Agent Browser UI, and Customer Portal.

To set the maximum number of search results, enter the maximum number of answers in the Search Results field. The default value is 30. The maximum value is 50.

Enable Search Highlighting

You can enable search highlighting so that users can easily find their search terms within articles and other documents in search results. When search highlighting is enabled, the application automatically scrolls to each occurrence of the term in an article and highlights the term along with surrounding text.

You can enable or disable highlighting for knowledge articles and other documents (web content or attachments) independently of one another. You can configure the following highlighting options.
  • Enable highlighting only for knowledge articles.

  • Enable highlighting only for other documents.

  • Enable highlighting for all content.

  • Disable highlighting for all content.

To configure search highlighting, select the desired Search Highlighting option. Your configuration changes will take effect after the next full content processing completes.
Note: Some browsers do not support the search highlighting functionality for PDFs. All other document types are supported by all browsers.

Configure the Industry Dictionary

The industry dictionary contains the terminology that Search uses to find the best answers to users’ questions. The dictionary is configured by default to use the general Customer Help dictionary when your knowledge base is provisioned. You should select the appropriate dictionary for your application as early in the implementation process as practical, before you test and adjust language processing and search results.

You can change the industry dictionary at any time, but it can significantly affect the quality of your search results. If you change the industry dictionary after your initial implementation, make sure you thoroughly test and validate the change in a test environment.

The following table lists and describes the available industry dictionaries.

Table Available Industry Dictionaries

Dictionary Purpose

Customer Help

Contains general customer help terms suitable for a wide variety of industries, products, services, and customers bases.

Finance

Contains specific terms for the financial services industry.

Insurance

Contains specific terms for the insurance industry.

Telecom

Contains specific terms for the telecommunications industry.

Computer

Contains specific terms for the computer hardware, software, and related services.

Travel

Contains specific terms for the travel industry, including the three-letter International Air Transport Association (IATA) codes that denote airport names.

Search recognizes IATA codes by spelling (both upper and lower case), and by the context of a question. It prioritizes and returns the IATA code over ambiguous words, for example, WAS returns WAS (Washington Airport) over the word was.

To configure the Industry Dictionary, select the one that is most appropriate for your organization from the drop-down menu.

Enable Products in the Dictionary

You can enable Search to use B2C Service product hierarchy information in your knowledge base and content collections. Search will use the products that authors assign to articles or that are mentioned in web documents as important concepts to match users' questions.

Important: Search can use the product information in articles and in content collections only when you enable this option.

If your application supports multiple locales, Search creates synonyms for each product concept based on its name and its translations, and it automatically updates product concept data when you add or modify a product in the Products hierarchy. You can also add synonyms to product concepts, which enables search to return accurate results by matching questions and documents that don't contain actual product names, but contain the synonyms for those products that you have added to the product concepts.

Before you enable products in the dictionary, make sure you have defined a stable product hierarchy. After you enable the products, make sure you test and adjust language processing and search results. Adding products to the dictionary is disabled by default to reduce unnecessary tasks that would otherwise be generated as you add, change, and re-organize products during the initial implementation process.

To enable products in the dictionary, select the Add products to the dictionary radio button. New product concepts will be available in the application only after two full content processing cycles complete. The application creates the product concepts in the first cycle, and adds them to content collection indexes in the second cycle.

Enable Automatic Content Classification

You can choose to use automatic content classification for external content collections. Automatic content classification uses the Product hierarchy to classify documents in external collections, and adds that classification data to the search index. The application uses the classification data to automatically display products as facets in search results so that users can select answers about only the products they are interested in. This feature is enabled by default.

To configure automatic content classification, select the appropriate radio button next to the Automatic Content Classification field.

Product Concepts and Content Classification Updates

When you add, change, or delete product concepts or content classifications, the application automatically updates its data. It discovers and updates product concept and classification changes during incremental content processing, and discovers and updates deleted products during nightly full content processing.

During full content processing, the application executes an internal background process that discovers any deleted products. If the process discovers deleted products, it automatically updates the classification and product concept data.