Phased rollout

   

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Modifying search tuning parameters

In BMC Helix Business Workflows, as an administrator, you can modify the search tuning parameters to help agents find knowledge articles easily. The parameters ensure that when agents search for a knowledge article by using keywords from a record definition, they find articles that best match the keywords.

You can modify the following out-of-the-box search tuning parameters:

  • Weight—Provides relevance to title and keyword fields, and an article with a high relevant field is displayed at the top of the search results.
    For example, a case agent searches for a knowledge article on leave policy of the organization. The knowledge base of the organization contains two articles, article A and B with the leave policy information. The title field weight of article A is higher than the title field weight of article B. In the search results, article A is displayed at the top.

  • Exclude list—Provides a list of terms that the search functionality overlooks to narrow down the search results.

To modify the search tuning parameters

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Configure My Server Centralized Configuration Settings Centralized Configuration Settings, and perform any of the following steps:

    • To modify the field weights, on the Centralized Tenant Configuration page, perform any of the steps that are described in the following table:

      GoalSteps
      To modify the title field weight.
      1. Select MFS-Title-Field-Weight, and click Edit.

      2. On the Edit Setting page, enter a value between 4-10. The syntax for the value is 5.0.
        The out-of-the-box value of this field is 4.0.

      3. Click Save.
      Note: You must specify a weight for the title field that is higher than the weight of the keyword field. This is because the title field represents an issue that a user has and should have high relevance. Also, if you enter a value that exceeds the recommended range, it can impact the search results.
      For example, if you enter a value that exceeds the range recommended for the title field, in the search results, an article whose title matches with the keyword is displayed at the top, even though the content in other articles is more relevant to the keyword.
      To modify the keyword field weight.
      1. Select MFS-Keywords-Field-Weight and click Edit.

      2. On the Edit Setting page, enter a value between 2-7.

      3. Click Save.
    • To modify the exclude list, on the Centralized Tenant Configuration page, select Full-Text-Exclude-List, click Edit, and perform the following steps:

      1. On the Edit Setting page, in the Setting Value field, add the required terms with the following syntax:
        can't;couldn't;dealt

        Warning

        Do not remove an out-of-the-box term from the exclude list.

      2. Click Save.

Related topic

Knowledge article search

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