How to use Search Optimizer

Search Optimizer provides valuable insights about possible gaps in the knowledge base and enables knowledge base managers to complete content optimization tasks.

Knowledge base managers use Search Optimizer to do the following:

  • See the details of a voice or voice cluster: for example, the number of hits, the URL where the voice was asked, and so on
  • Review if voice clusters are grouped correctly before taking action: if specific voices in the cluster don't belong, treat them separately before tackling the cluster
  • See the user flow, that is, the voices that precede and follow the selected voice
  • See a list of strongly related articles that might contain the answer
  • Search for and filter voices
  • Create a new article for the voice, in case there is no matching answer in the knowledge base
  • Add the voice as a phrase to an existing article as is or after editing it
  • Add the voice as a negative phrase to an article that should not be returned as an answer to the given query
  • Mute voices that shouldn't appear in the Dashboard, since they don't provide any insight or don't require any action
  • Delete voice tasks to keep the lists of tasks clean in Search Optimizer
  • Download voices to a comma-separated (CSV) file or Excel file to work with them offline
  • Assign a user to a voice to make them responsible for the specific task

How do I prioritize tasks in Search Optimizer?

Here are a few things you can take into consideration when deciding how to prioritize tasks:

  • How popular the voice is
  • Which category the voice is in
  • What the trend looks like for the voice
  • Who is available to deal with it


If you look at the Hits column of a voice, you can see the number of times the customers asked a question with the same intent on the touchpoints. These questions with similar intent are grouped to voices and voice clusters: this grouping provides insight on what the current "hot topics" are.

The number in the Hits column is not the total number of hits for a particular voice, but the number of hits since a task related to the voice was last completed in Search Optimizer. This way, you can always see tasks that need your attention based on recent traffic as opposed to total traffic. It is recommended to clear all tasks from Search Optimizer, and let the traffic insert tasks from scratch.


Search Optimizer groups voices into four categories. See What is Search Optimizer? to learn more about these categories. We recommend you prioritize popular voices that were not answered first. Then look at popular voices in the Answered category that received negative feedback or were channeled to see how you can improve existing content. If a specific topic needs to be addressed, use context filters.?


The trend shows the relative difference in the number of hits during the selected time interval and the time interval that precedes the selected time interval. So, if the selected time period is the current week, the trend is calculated relative to the previous week. When there is no value for a trend, it means that there were no hits either in the current period or the reference period of the trend.

Trend is calculated as follows:

For example, the selected time period is the current week and the number of hits is 500. The number of hits was 550 during the previous week. Using the above formula, the trend is -10%.

Workload Management

Search Optimizer supports the collaboration of a team of content managers who work in parallel on the same knowledge base. You can assign owners to voices and voice clusters. By assigning an owner to a voice, you can balance content optimization workload based on business priorities and organizational structure.

Note: To use workload management in Search Optimizer, you must have the Enable voice assignment option enabled for your account. Contact your Customer Success Manager for more details.