- 25 Feb 2022
- 3 Minutes To Read
Understanding Search in Self Help
- Updated On 25 Feb 2022
- 3 Minutes To Read
When your customer searches for content in Self Help, the search term goes through a series of algorithmic processes (described below) before it can display the most relevant content.
Step 1: Analyzing the search phrase
As soon as 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 analyzed to find the exact match of the term entered using the EXACT match process. The content found as exact matches are displayed at the top of the search result.
Searching for the word creating yields content with the exact word used in the title as listed below.
- Creating Link
- Creating a Flow
- Creating a Tag
Then the search phrase is reduced to its root form using a process called Stemming. This is done to ensure the search word returns relevant matches to the content, increasing retrieval accuracy.
Stemming is a technique used to extract the base form of the word by removing affixes.
- creating after stemming is creat
- opportunities after stemming is opportunit
Even though there is no word called creat, 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 — 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) are compared and mapped.
- Terms in both the title and the body of the content are considered during the comparison. However, if the term is found in the title, it is given a higher weightage.
- In the case of Whatfix videos, only the terms in the title of the video are considered during a comparison.
- 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 flow1 and title of flow2. Then, flow2 appears first in the search result.
This is because the title of the content (Flow, Smart Tip, Video, Beacon) has a higher weightage 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 weightage 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.
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 the description, step title, and step description.
Languages supported in the Self Help search
The Self Help search supports all the languages that Whatfix supports. To know more on the list of languages, see Languages supported by Whatfix
However, stop words optimization and Stemming processes applies to only the following languages,
- You can add search keywords to Flows when you translate Whatfix content using the UI. This improves the visibility of your content when your end-user searches for it. For more information see, Translating content in the UI.
- Search Keywords can be added only to Flows while translating content in the UI.