Best practices for phrasings and synonyms

Best practice for adding phrasings

Phrasings are important as the search does not rely only on the content of answers.

  • Limit to around 10 phrasings per article.
  • When you leverage voices to create new phrasings, clean up the voice. Correct typos, clear redundant words (such as "hi"), and shorten long sentences as much as possible to improve the appearance of phrasings in the auto-complete section. 

Best practice for adding synonyms

  • Define only business-specific terms.
  • Define the words that you want to use across a Knowledge Base. Otherwise, use article-specific phrasings.
  • Assign a central focal point to manage.
  • If a synonym is too broad, it negatively impacts search results and it will be difficult to identify the root cause.