Custom Tuning: Boost Articles Based on Keyword Match in a Field
This article shows you how you can personalize results on a search client by boosting documents based on any or all of these four factors:
- Solved (Discussion status)
- Title (Keyword match in titles)
- Click Boosting Base (Popularity)
- Decay Rate (Age)
To view any custom settings, select a search client and toggle Custom Boosting to the right.
It works only on communities. When a user runs a search and more than one discussion threads are found to be equally relevant, then the threads with the status solved can be displayed before unresolved threads. The nudge can be weak or strong; its potency depending on the multiplier picked from the Solved slider. The multiplier 1 has no impact on solved threads. Any other value increases the relevancy score of solved threads times.
Title takes advantage of keyword matches. You can match Title with any object field. If a keyword matches one or more words in the Title of a document, then that document can be pushed to (or near) the top of search results. This is done by inflating its relevancy score.
Admins can increase relevancy scores by moving the Title slider. As was the case with Solved, the multiplier 1 has no impact but any other value increases the relevancy score of a document in case of a title match times.
Title is turned off by default. Please write to your SearchUnify representative to turn it on. Don't forget to mention the object field you wish to map Title to in your email.
Click Boosting Rate
When set up, Click Boosting Rate displays more popular documents ahead of their less popular counterparts. Admins can control the frequency at which popular documents appear in search.
In the default set up, if a document has been clicked on times for a keyword , then 's relevancy score increases approximately times for that keyword. As an admin, you can define a new boost rate. To do that, click anywhere in the Click Boosting Base box and replace 10 with another integer.
Hovering your cursor over will show you the new, increased rates.
In the default set up, the clicks from all the search clients count. If you have two main search clients set up, one for employees and another for customers, then the clicks from both search clients will count. But admins can change the default setting to include clicks from only the selected search client. You might want to do that when you don't want customers' decisions affecting the search results on the employees' search client and vice versa. Another reason could be the people in your marketing and sales who don't want the choices of one demographic spilling into the experiences of another.
A way to limit clicks to a search client is to uncheck Include Clicks from All Search Clients, which is already selected.
Attach to Case Boosting
Attach to Case Boosting is similar to Click Boosting Rate but three crucial differences:
- Attach to Case Boosting works only on Salesforce
- Attach to Case Boosting works only when its almost eponymous SearchUnify addon is set up on a Salesforce org
- Instead of counting the number of clicks, Attach to Case Boosting considers how many times support rep link an article to a case. The more often an article is linked, the higher will be its probability of appearing in search.
As in Click Boosting Rate, you can select how quickly an article can rise in results.
In its default state, SearchUnify serves new documents first. A version named D.1.1 is more likely to be put ahead of D.1.0, D.0.9, and older versions. An as admin, you can increase the probability from "more likely" to "almost always."
The idea is to increase the relevance score gap between the latest version and old versions by reducing the relevancy of old versions. Each newly updated document has a score and it remains for a time period, called Offset. You can select an Offset value in the 1-month to 3-year range.
Once Offset has passed, begins to drop. It continues to drop for a time period, known as Scale. Scale can be as short as a month or as long as three years. Use the dropdown to select a value for Scale.
The rate of drop of relevance score during Scale is controlled by Decay Rate, which you can enter in the Decay Rate box or arrive at from moving the slider.
At the end of first Scale, the new relevancy score equals and the entire process starts again and goes on ad infinitum.
Last updated: Friday, November 27, 2020