Global knowledge base search

The search in the floating Support Assistant works across published FAQs and scores results by relevance. A search term must be at least two characters long.

Weighting

A direct match in the FAQ title receives the highest weighting. This is followed by additional search terms/synonyms and taxonomy terms. Matches in the actual answer text and excerpt are also included, but receive a lower weighting.

Partial terms and similarity

The search considers individual words in the search phrase and also uses a fuzzy similarity check against the FAQ title. This means that slightly different wording can still return matching results.

Number of results

The current search workflow evaluates up to 200 published FAQs and returns the eight highest-ranked results, provided they meet the internal relevance threshold.