Associate keywords with articles to optimize search results in Salesforce Knowledge. Users who search for these keywords see the article first in their search results. Promoted search terms are useful for promoting an article that you know is commonly used to resolve a support issue when a user’s search contains certain keywords.
|Available in: Salesforce Classic|
Salesforce Knowledge is available in Performance and Developer Editions and in Unlimited Edition with the Service Cloud.
Salesforce Knowledge is available for an additional cost in: Professional, Enterprise, and Unlimited Editions.
|To create, edit, and delete promoted search terms:||“Manage Promoted Search Terms”|
Articles must be in published status for you to manage their promoted terms.
In the Article Management tab, select Published Articles in the View section, and then click the title of the published article that you want to promote for a search term.
In the Promoted Search Terms related list, click New Promoted Term.
Enter the keywords that you want to associate with the article.
- You can associate the same term with multiple articles. If the user’s search matches the promoted term, all associated articles are promoted in search results, ordered by relevancy.
- The maximum number of characters per promoted term is 100. For best results matching users’ search terms, limit each promoted term to a few keywords.
For example, if an article addresses a common support issue such as login problems, you can associate the terms password
and password change
. Article search matches a promoted term whenever all keywords within the term occur within the user’s search terms, in any sequence. Each keyword must match exactly. For example:
- The promoted term password matches a search for change password.
- The promoted term password change matches a search for how do I change my password but doesn’t match forgot password.
- The promoted term password doesn’t match a search for change passwords.
Consider these limitations and general limits when you use promoted search terms.
- Your organization can create a maximum of 2,000 promoted terms. For best results, use them selectively, which means create a limited number of promoted terms and a limited number of promoted articles per term.
- If your organization translates articles into multiple languages, each promoted term is associated with one article version and the article version’s language. If you need equivalent promoted terms to be associated with each translation, you must specify promoted terms for each translation. For example, associate change password with an English language article version and changer mot de passe with a French language article version.
- The end user’s language setting determines the scope of the article search. Search results exclude article versions and any associated promoted terms that are not in the user’s language.