Service Portal AI Search and Synonyms

[Steven Parker]

So I have enabled AI Search for our Service Portal.  I selected the "Service Portal Default Search Applicaiton" as the Search Application as shown below:

That OOB Search Application has the Search Profile "Service Portal Default Search Profile" which has Synonyms in the related list - Default Synonym Dictionary.  

All of the applications and search profiles I am using are OOB

Well one of the OOB synonyms is "scam" and with the payload "phishing".  So anytime you search for either word catalog items or knowledge articles should be returned with those words.

Well we have a "Phishing Test" catalog item with meta of "phishing" as well and it is not returned when I search using our "Homepage Search" widget.  It doesn't appear the synonyms are working as I expect them to or at all.

Our homepage search widget is OOB with just the Title and Short Description updated and I added the Search Application under the AI Section:

Am I missing something about this setup process?  It seems pretty straight forward, but I am not seeing search results return as expected.

[Steven Parker]

1)  Case sensitive was not checked

2) I just re-indexed the catalog item tables and knowledge tables and still no go...when I search "scam", I get nothing.

I didn't go through Guided setup or anything.  I just enable AI Search on the portal page and chose the default Service Portal Search App and Search Profile and then chose the AI Search application in the "Homepage Search" portal widget.  Seems pretty straight forward, but maybe I am missing something.

[nataliya_b]

is it one specific case for scam/phishing - or synonyms dont work at all

have you tested for other synonyms?

[Steven Parker]

None of the synonyms appear to be working.  I am a little bit stumped at this point.

[nataliya_b]

just one clarification - "phishing test" - is in name||short description||description for your catalog item (is it catalog item or record producer ?) ?

[Steven Parker]

Phishing Test is the actual name of the catalog item.  It shows correctly if you search by the meta tag "phishing".  Just can't get the synonym "scam" to show it correctly.