AI Search
Quick answer
Configure indexed sources, relevancy and result experiences so people find answers instead of raising tickets.
Key takeaways
- Search profiles decide which sources appear where
- Synonyms fix the vocabulary gap between staff and authors
- Zero result searches are a content plan
- Duplicate articles hurt ranking
How it fits together
AI Search indexes sources such as knowledge bases, catalog items and tables, applies relevancy and personalisation, then presents results through search profiles and result configurations attached to a portal or workspace.
Tuning relevancy
Out of box results are decent, and small tuning yields large gains. Boost recent articles, weight the title field, and add synonyms for the vocabulary your organisation uses that the article authors did not.
Watching the data
Search analytics tells you what the knowledge base is missing.
- Review zero result searches weekly, that is your content backlog
- Track click through, articles nobody opens are titled badly
- Retire duplicate articles, they split ranking signal
- Use spell correction and synonyms for product and internal system names
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Check your understanding
Where do you find content gaps?
- A. Zero result search analytics
- B. The knowledge homepage
- C. Incident backlog
- D. ACL logs
Show answer
A. Zero result search analytics
Searches with no results show what people expected to find.
What handles internal system nicknames?
- A. Boosting
- B. Synonyms
- C. Indexing schedule
- D. Facets
Show answer
B. Synonyms
Synonyms map informal terms to indexed vocabulary.