Knowledge is a feature that allows administrators to create, manage, and share articles that provide information and solutions for common issues or questions. Knowledge articles can be searched by users using keywords or phrases.
To improve its customers' ability to search for knowledge articles, UMS can use two options:
* B) Create synonyms for specific search terms.
Synonyms are words or phrases that have the same or similar meanings, such as "TV" and "television" or
"fix" and "repair". By creating synonyms for specific search terms, administrators can ensure that customers can find relevant articles even if they use different words or spellings than the ones used in the articles.
References: https://help.salesforce.com/s/articleView?id=sf.knowledge_search_synonyms.htm&type=5
* D) Promote specific search terms for specific articles.
Promoted search terms are keywords or phrases that administrators can associate with specific articles to boost their relevance and ranking in search results. By promoting specific search terms for specific articles, administrators can ensure that customers can find the most helpful or popular articles for their queries.
References: https://help.salesforce.com/s/articleView?id=sf.knowledge_search_promotion.htm&type=5