How to create a synonym dictionary

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Tasha3
Tera Expert

‎07-17-2023 12:17 PM

I'm trying to create a synonym dictionary to improve our search results. I read in the documentation that "By default, the system provides a sample synonym search dictionary called Example synonym dictionary."  Our instance doesn't have this "Example" dictionary, it's just a blank slate. I see how I can click on New to create one, but I'm looking for best practices and guidance as to what to include in it since I don't have any "Examples" to review. Thank you!

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Vickie Runyon
Giga Guru
In response to Tasha3

‎07-17-2023 01:46 PM

I review search data on a regular basis to see what terms are most commonly searched and use that data to determine if we need additional synonym entries. Maybe you can see in the screenshot, we only have 18 entries in our synonym dictionary. We also use the 'meta' field on each article to include similar search terms for each article.

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Vickie Runyon
Giga Guru
In response to Tasha3

‎07-17-2023 02:13 PM - edited ‎07-17-2023 02:15 PM

Our knowledge is internal only as well.  The Meta tags are used anywhere in the platform where knowledge is searched - Incident form (Agent Assist in Workspace), the Self Service Portal, the Classic Knowledge portal, etc.

The advantage of Meta is that the terms & phrases in that field are given a heavier weight in the search results than other aspects. The weight for Meta can be set along with the other data such as Short Description (title), body, etc.

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Kim27
Tera Guru

‎07-17-2023 02:30 PM

Hi, I was able to find some documentation that will help with best practices related to AI search, and I'm guessing they would also be helpful for general synonym setup. https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/ai-search/conc...