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            Improve the Knowledge Article Search Experience

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            Improve the Knowledge Article Search Experience

            To improve the Salesforce knowledge article search experience, enable search highlights, snippets, synonyms, promoted terms, topics, and case keywords.

            Required Editions

            Available in Salesforce Classic and Lightning Experience. View supported editions.
            • Search Highlights and Snippets in Knowledge Articles
              Quickly identify the best article and see how articles match your search terms with relevant text and highlighted search terms in the search results.
            • Synonym Groups for Article Searches
              Create synonym groups so words or phrases are treated equally in searches. When users search Salesforce Knowledge articles, they find matches for all terms in a synonym group.
            • Promote Articles in Search Results
              Associate keywords with knowledge articles to optimize search results in Salesforce Knowledge. Users who search for these keywords by pressing Enter (Windows) or Return (Mac) see the article appear first in their search results.
            • Manage Promoted Search Terms in Knowledge Articles
              From a single page, you can view, edit, and delete all the promoted search terms that are associated with Salesforce Knowledge articles.
            • Enable Topics for Articles
              Classify and search knowledge articles by assigning topics. Topics can be added from the article view and detail pages. Suggested topics, which are only supported in English, are terms extracted from the article, so that they are more concrete and precise than a data category assignment. When searching, topics can be used to index the article, so the matched articles are more relevant to keyword searches.
            • Article Search Results
              How search works for knowledge articles depends on your use of search options, search terms, wildcards, and operators. Salesforce Knowledge search uses the same custom search algorithms that are available throughout Salesforce, which include mechanisms such as tokenization, lemmatization, and stopword lists, to return relevant search results.
            • Use More Case Keywords to Find Articles
              When searching knowledge articles from a case, by default, only the case title is used in the search. Often, you want to use information from the case for more accurate search results, or create a custom search button.

            See Also

             
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