Wordlist Files

The files in this directory let you customize the words used during keyword indexing, text searching, and SmartSense rating.

Note: The Wltool utility runs automatically after editing these files. However, if you edit the exclude_incidents.txt or exclude_answers.txt files, the Keywordindexer utility must be run by Oracle Cloud Operations before your changes become active. To schedule this, Submit a Service Request.

Files in the wl/en_US/ Directory

File	Description
aliases.txt	This file is initially empty, but you can add synonyms, phrases, or aliases to link terms specific to your industry to similar terms that may be used during a search. For example, a customer might search for an acronym, such as “GPS,” but all of your answers regarding GPS might spell out “global positioning system” rather than using the initials. The aliases.txt file lets you link terms that customers might search on with synonymous terms in your answers. The first word in the line is the search word that customers can enter. It can contain spaces so you can use phrases as synonyms for the search word. It cannot contain ampersands or slashes, although it can contain hyphens. All entries on the line must be uppercase and comma delimited, as shown in this example: GPS, GLOBAL POSITIONING SYSTEM, NAVIGATIONAL SYSTEM If a customer enters the first word in a line as a search word, all answers containing that word or any other term on the line are returned. In this example, a customer who enters GPS as a search word is directed to all answers containing “GPS,” “global positioning system,” or “navigational system.”
do_not_suggest.txt	This file is initially empty, but you can add terms you do not want to appear in Suggested Searches on the Answers page. Enter each word on a separate line of the text file.
exclude_answers.txt	This file contains common words such as prepositions, adverbs, and pronouns that are excluded from indexing and searching functions on the customer portal. If you have specific words that you do not want customers to be able to search on, you can add these stopwords to the exclude_answers.txt file to exclude them from being indexed. Stopwords must be uppercase and entered on separate lines. Note: Words in this file are also excluded when using SmartAssistant to search for an answer.
exclude_incidents.txt	This file contains common words such as prepositions, adverbs, and pronouns that are excluded from indexing and search functions on the administration interface. If you have specific words that you do not want agents to be able to search on, you can add these stopwords to the exclude_incidents.txt file to exclude them from being indexed. Stopwords must be uppercase and entered on separate lines. Note: SmartAssistant does not exclude words from exclude_incidents.txt when searching incidents on the administration interface or the customer portal.
exclude_responses.txt	This file contains common words such as prepositions, adverbs, and pronouns that are excluded from use in clustering responses. If you have specific words that you do not want agents to be able to search on, you can add these stopwords to the exclude_responses.txt file to exclude them from being indexed. Stopwords must be uppercase and entered on separate lines.
smartsense.txt	This file contains emotive override words and values that are checked before the standard emotive word list. You can add unrated words, give different ratings to already rated words, or remove words. Each word is rated between -10 and +10. Word values are used for internal calculations to result in the final SmartSense ratings of +3 to -3. The word and its value must be separated by a tab and entries must be entered on separate lines. Any changes affect new incidents, updated incidents, and text question responses in surveys. When adding words to this file, you must add all forms of the word (on separate lines), not just the root word.
thesaurus.txt	This file contains a list of words and their synonyms used in the Similar Phrases search technique on the Answers page. Words in the text search are matched with synonyms to extend the searching capability to include ontologies. The word and its synonyms must be uppercase and comma delimited as seen in this example: ABIDE, BIDE, STAY, ENDURE, STOMACH, BEAR, STAND, TOLERATE, BROOK, SUFFER where ABIDE is the main word and BIDE, STAY, ENDURE, and so on are synonyms. In thesaurus.txt, each word in the list is a synonym of the first word, not synonyms of each other. For example, the word “abide” has the synonyms “stay” and “endure.” Endure has no synonyms, unless “endure” had its own entry. Note: The synonyms can be multi-word phrases, but the first term in the line must be a single word.