Optimize Knowledge Articles for Search Answers

Search Answers indexes knowledge articles and DMO sources and then uses hybrid search—which combines keyword and vector search—to find the most relevant passages and provide an AI-generated response.

Titles

Titles impact relevance for all content in knowledge articles. To improve knowledge article titles for search:

• Update the title to reflect the article’s content and align with users’ search intent.
• Use relevant keywords to improve search visibility and accuracy.
• Keep titles under 60 characters.
• Include action verbs to help users solve specific issues.
• Be concise, specific, and user-focused.
• Avoid vague and generic language.

Content

To help Search Answers index knowledge articles, break content into small sections and limit the number of steps. If sections contain too many words, Search Answers can’t always index content or retrieve it to generate responses.

To improve knowledge article content for search:

• Write a good introduction to help users determine that they’re in the right place.
• Use short sentences and paragraphs.
• Include the most important information at the top of the article.
• Order solutions from simplest to most complex.
• Use subheadings to split articles into logical semantic sections.
• Use numbered or bulleted lists. To guide users through a process, use numbered lists and limit the number of steps.