5Configuring Search for Knowledge Advanced

Configuring Intelligent Search

Intelligent Search features have default values that are set when Knowledge Advanced is provisioned for your organization. During the implementation process, you must configure the following Search features to ensure high quality search results:
  • The Industry Dictionary, which defines the industry terms that Intelligent Search uses to match users’ questions to answers in your knowledge base.

  • Automatic Product Concepts, which automatically adds products that are defined in the Service Cloud Products hierarchy to the Dictionary.

See Configuring the Industry Dictionary and Configuring Automatic Product Concepts for more information on these required configuration processes.

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 Products hierarchy to classify external content collections.

You can also configure Search features after the initial implementation process is complete.

Important: Changing search configuration settings can significantly affect the content and quality of search results. Oracle strongly recommends that you thoroughly validate all configuration changes in a test environment before applying them in a production environment.

Accessing 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 the Service Cloud console.

To access the Search configuration settings in a typical navigation set:

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

    The Navigation pane displays the Configuration items.

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

    The console displays the Search Configuration tab.

Configuring 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.

The following table describes the options for configuring spell checking.

Table Spell Checking Options

Option Description

Automatic

Specifies that Search will correct misspelled words automatically when processing a question. The default value is On.

Interactive

Specifies that Search will suggest spelling corrections to the user when processing a question that contains misspelled words. The default value is Off.

Note: The spell checker checks for lower-case or first-letter capital words, but not all-capital case words. For example, if you enter the word systm, the spell checker does not accept it and may suggest system. If you enter SYSTM, the spell checker does accept it as correct.

This is intentional. In most cases a word in all capitals is an acronym or abbreviation, and not a common word that should be spell-checked.

You configure spell checking for Authoring in your locale configuration. For more information, see Associating Views and Locales with Interfaces.

Configuring the Maximum Number of Search Results

You can configure the maximum number of search results to display in Agent Desktop, Agent Browser, and Customer Portal.

To specify 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.

Enabling Search Highlighting

You can enable the search highlighting feature so that users can easily find their search terms within the 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 such as spreadsheets) independently of one another. You can configure the following highlighting options.
  • Enable highlighting only for Knowledge Advanced articles

  • Enable highlighting only for other documents

  • Enable highlighting for all content

  • Disable highlighting for all content

Use the following procedure to configure the highlighting.

  1. Navigate to Search Configuration.

  2. At Search Highlighting, select the desired highlighting option.

Important: 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.

Configuring 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.

Oracle recommends that you select the appropriate dictionary for your application as early in the implementation process as practical, prior to tuning the dictionary and your search results.

The following table lists and describes the available industry dictionaries.

Table Available Industry Dictionaries

Dictionary Purpose

Customer Help

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

Finance

Contains specific terminology tailored to the financial services industry.

Insurance

Contains specific terminology tailored to the insurance industry.

Telecom

Contains specific terminology tailored to the telecommunications industry.

Computer

Contains specific terminology tailored to the computer hardware, software, and related services.

Travel

Contains specific terminology tailored to 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.

Important: Changing the Industry Dictionary can significantly affect the content and quality of search results. If you change the Industry Dictionary after you complete the initial implementation process, Oracle strongly recommends that you thoroughly validate this change in a test environment before applying the new dictionary in a production environment.

About Automatic Product Concept Creation

Automatic Product Concept Creation uses the Products hierarchy to create product concepts that will be added to the customer Dictionary. Concepts are Dictionary objects that define meanings of words and phrases that occur both in users' questions and in your knowledge base content. Knowledge Advanced automatically updates product concept data when you add or modify a product in the Products hierarchy.

Automatic product concept creation applies to multiple locales, so that users can search for products in one language and view relevant search results in other languages. The application creates locale-specific synonyms for a product based on its name and its translations, and associates external documents with one or more products.

You can configure Automatic Product Concept Creation as described in Configuring Automatic Product Concepts. The default setting is Off.

Configuring Automatic Product Concepts

You can specify whether to automatically add the products in the Service Cloud product hierarchy to the Dictionary. When this option is on, Search automatically creates product concepts in the Dictionary for all products defined in the Service Cloud hierarchy, based on the characteristics of the product names.

Automatic Product Concepts 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. Oracle recommends that you enable Auto Product Concepts as soon as you have defined a stable product hierarchy, prior to tuning language processing and your search results.

To configure Automatic Product Concepts, select the On radio button next to the Add products to the dictionary field.

About Automatic Content Classification

Automatic Content Classification uses the Products hierarchy to identify products in external content collections, and add the product information to the search index metadata.

Knowledge Advanced uses the classification data to automatically display products as facets in search results, enabling users to filter results by products they are interested in.

You can turn configure Automatic Content Classification as described in Configuring Automatic Content Classification. The default setting is Off.

Configuring Automatic Content Classification

You can specify whether to configure automatic content classification for external content collections. When this option is on, Search automatically classifies the external content based on the Products hierarchy.

The classification process identifies products in external documents, and adds the product information to the search index metadata. Knowledge Advanced uses the metadata to classify search results by product and present segregated results, so that users can easily focus on the most relevant answers.

To configure automatic content classification, select the appropriate radio button next to the Automatic Content Classification field. The default value is On.

About Modifying or Deleting Products

When you add or modify a product, Knowledge Advanced automatically updates its classification and product concept data during incremental content processing.

When you delete a product, Knowledge Advanced automatically updates its content classification and dictionary data during nightly full content processing.

During full content processing, Knowledge Advanced executes an internal background job that discovers any deleted products. If the batch job discovers deleted products, Knowledge Advanced automatically updates its classification and product concept data.