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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.
Required Editions
| Available in Salesforce Classic and Lightning Experience. View supported editions. |
| User Permissions Needed | |
|---|---|
| To create, edit, and delete promoted search terms: | Manage Promoted Search Terms |
Promoted search terms are useful for highlighting an article that you know is commonly used to resolve a support issue when a user’s search contains certain keywords. An article must be published for you to manage its promoted terms.
- To change the promoted search terms, open the published article.
- In the Promoted Search Terms related list, click New or New Promoted Term.
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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.
- Click Save.
Example 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, 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 aren’t in the user’s language.
- When a user performs a Knowledge search, the search engine retrieves all the articles with at least one promoted search term that matches the user's terms. Then it places those articles at the top of the search result list.
- When a user searches for Chinese, Japanese, Korean, and Thai (CJKT) terms, search results can be inaccurate. Simplify the term in Promoted Search, or create an additional field on the article and add the term.
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