Concepts and Synonyms

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.