3 Replies Latest reply on Jun 11, 2019 7:17 AM by Neena Ahirrao Guha

    How Knowledge search in Self Service portal is working

    Sonja Repo
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      How does the Knowledge search work in Self Service portal? Can we utilize OR and AND conditions while searching and how?

       

      Below is an example of the case which we would like to understand:

      • User searches with 3 search words and gets 178 article matches. If we just add a space between the words like here, is it comparable to 'OR' condition?

       

      • User searches with words konect and create holiday and gets only 2 article matches, which are the correct ones that he looked for.

       

      What is the difference between these two search cases? How we utilize OR and AND conditions while searching KBAs from Self Service portal?

       

       

      NOTE! These have been the key words used in the KBAs: Konect, bank holiday, holiday, country, fitter

        • 1. Re: How Knowledge search in Self Service portal is working
          Neena Ahirrao Guha

          Hi Sonja Repo

           

          Please go through this blog for more information and if it doesn't answer your query let me know.

          Superbox – Enhanced Search in Self Service 3.0

           

          Thanks,

          Neena

          • 2. Re: How Knowledge search in Self Service portal is working
            Sonja Repo

            Hi,

             

            No unfortunately, this article does not answer to my question, since it doesn't contain any information about the logic for Knowledge Search and especially AND and OR conditions and their usage. Although, the following is also useful information.

            • 3. Re: How Knowledge search in Self Service portal is working
              Neena Ahirrao Guha

              Hi Sonja Repo

               

              By any chance have you checked my comment dated 7th March 2019 on this blog? which is as follows and generic to all searches (SRD, BR, Knowledge, Temp)-

               

              We are glad to announce that the Superbox feature has been enhanced to address a concern raised about results returned by the Superbox search.

              As an enhancement, a custom setting SmartResultMinMatchCount has been introduced. It specifies the minimum number of records that Superbox search should return.

              By default, the setting value is set to 5. Administrators can change the value of this setting as required. For more information about the setting, see Managing custom settings.

               

              Now, when a search is made through Superbox, the results are shown that exactly match the search string and the following criteria are applied:

              1. If a search result returns fewer records than the specified value in the custom setting SmartResultMinMatchCount, then more results are fetched by splitting and matching all the words in the search string.
              2. If the results from the preceding step are still less than the custom setting value, then more results are fetched by splitting and matching either of the words in the search string and by ignoring the common words.

              These conditions ensure that the most relevant results are shown first followed by other results. For example,

              1. If a search is made on the string “Storage for Mailbox” and only two exact matches are found, then the following criteria are applied
              2. Since the number of records is less than 5, Superbox splits the string and matches all the words in the string, that is, “Storage”, “For”, and “Mailbox”. Suppose, the search returns only two records, Superbox displays those results.
              3. The number of records returned in the result of the preceding step is less than the custom setting value. Therefore, Superbox matches either of the words “Storage” or “Mailbox” in the string ignoring the common word “For” and displays all records returned from this search.

               

              We hope these tweaks enable your clients to get more relevant search results when using Superbox.

               

              Thanks,

              Neena