Manage Vocabulary Terms

Adding your organization or industry specific words as vocabulary terms can help improve search results for those terms. For example, you could add unique product names, a company’s stock ticker, or other unusual or misspelled terms that are common in your industry as vocabulary terms.

Vocabulary terms in knowledge articles can help you perform these operations on knowledge articles for a specific duration:

• boost (appear in top search results)
• block (hide from search results)

Note: When an article contains both a block term as well as a boost term, then block takes precedence.

Use this procedure to define the vocabulary terms:

1. In the Setup and Maintenance work area, go to the Manage Knowledge Vocabulary task:
   • Offering: Service
   • Functional Area: Knowledge Management
   • Task: Manage Knowledge Vocabulary
2. Create a vocabulary term:
   1. Enter the vocabulary term.
   2. Select the locale.
   3. Click Add Synonym to provide alternate text or term for the vocabulary term. This is optional.
   4. Click Save.

      The term appears in the Vocabulary Management page.

3. Boost or block articles containing the vocabulary term:
   1. Enter the article ID.
   2. Select Boost or Block to define the priority.
   3. Select the expiration date (duration).
   4. Enter supporting notes, if any.
   5. Click the check mark to submit.

   6. Click Save.