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Understanding Search in Self Help
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Understanding Search in Self Help

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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.

Note
The list of stop words ignored are a, an, and, are, as, at, be, but, by, for, if, in, into, is, it, no, not, of, on, or, such, that, the, their, then, there, these, they, this, to, was, will, with

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

Even 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 form of the word finds all content that uses any variation of the word.

Step 2: Organizing the results

Once the search phrase is analyzed, it is stored in 3 variations —  ShinglesRoot 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 lead Shingles
lead salesforce Shingles
creating Keyword
leads Keyword
salesforce Keyword
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.

  • In the case of Whatfix videos, only the terms in the title of the video is considered during a comparison.
  • ) Example:
    • 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.

    Name of your flow > Search Keywords > Describe your flow > Purpose of this step > Describe the step action

    Also, the weight is higher for Shingles, followed by Keyword, and then 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

    Results displayed

    (same order as listed)

    • Creating a lead
    • Deleting a lead
    • What are leads in Salesforce?
    • Editing account info
    • Changing user roles and permission in Salesforce

    create lead in salesforce

    • Creating a lead
    • What are leads in Salesforce?
    • Deleting a lead
    • Changing user roles and permission 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.

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