Understanding Search in Self Help
- 3 minutes to read
When your customer searches for content in Self Help, the search term goes through a series of an algorithmic process to display the most relevant content is displayed first as described below.
Step 1: Analyzing the search phrase
As soon the search term is entered, it is analyzed and stop words such as a, at, be, but, by, for are removed. Stop words do not impact the search results.
Once the stop words are removed, the search phrase is reduced to its root form using a process called Stemming.Example:
- creating after stemming is creat
- opportunities after stemming is opportunit
E ven though there is no word called creat or opportunit , it's that part of the word that is found in all variations of the word. Create, creating, created - all have 'creat' in it. Thus someone searching for any of the variations will find all content that uses any of the variation of the word.
Step 2: Organizing the results
Once the search phrase is analyzed, it is stored in 3 variations — Shingles , Root Word , and Keyword . They are organized in such a way to help in displaying the most relevant results first to the user.
The term creating leads in salesforce after stemming becomes creat lead salesforce and is organized as,
|creat||Root Word (after stemming)|
|lead||Root Word (after stemming)|
|salesforce||Root Word (after stemming)|
Whenever you create content in Whatfix, it is immediately analyzed and organized in our database. This helps in reducing the processing time during the search.
Step 3: Comparing Search phrase and your content
Next, the search phrase and the Whatfix content (flow, smart tip, video, beacon) is compared and mapped.
- The word lead is present in content1, content3, content6…
- The word creat is present in content2, content3, content9… so on and so forth.
To decide which content to display first, the contents are scored based on the number of times the analyzed phrase is used in the content and where (position) the analyzed phrase is used.
For example, if the word creat is present in the description of the flow1 and title of the flow2. Then, flow2 appears first in the search result.
This is because the title of the content (flow, smart tip, video, beacon) has higher weight compared to the step title or description.
The weightage is applied in the following hierarchy.
Title > Step Title > Description > Step description
Also, the weight is higher for Shingles followed by Keyword and finally Raw.
Shingles > Keyword > Raw
This process is called Boosting.
Step 4: Displaying the result
Once the search phrase is compared with the Whatfix content and scored, the highest scored content is displayed first.Example:
Contents in Whatfix
Search Phrase entered
in Self Help
(same order as listed)
create lead in salesforce
The example scenario used above is calculated only using the Title. The result may vary if you factor in description, step title, and step description.