Clarification on AI Search matching behavior in Knowledge Portal

Geraldina Valer · 2 hours ago

Hi,

I need support to understand how the search engine is matching keywords in the Service Portal (or Employee Center).

I created a Knowledge article with the following fields:

Short description: “fantasia”
Body: “fantasma”
Metadata: “magia”

When I search for “fantasia”, the result list includes not only my article, but also unrelated articles.
For example, in the screenshot attached, the search shows: “Showing 4 results for camtasia”.

My question is:

How is “fantasia” being matched with “camtasia”?
I would like to understand which part of the AI Search / indexing process is generating this match

Could you please provide guidance or documentation on how the search engine maps keywords and why it returns these kinds of approximate matches?

Thanks and regards,
Geraldina