Here is how you can ensure that your solution articles are pulled as relevant responses to your employees' queries.
Adding Titles
Incorporate Primary Keywords
The title should contain the primary keyword(s) that the article is about.
Example: VPN authentication issue on Windows laptop
Use FAQs
Use the most frequently asked question that you anticipate employees will ask to find this article
Example: How to connect Bluetooth headphones with my MacBook?
Add specific context
Use context in the title. Add details like geography, OS, application name, etc.
Example: Printer setup on macbook in Bangalore office
Create unique titles
Multiple articles should not have the same title.
Creating the Article Body
Focussed, topically aligned
If an article has multiple topics covered, split it into separate articles (one for each topic).
What doesn’t work:
“Payroll questions”
Content about “how to access” and “commonly raised issues” for a software are covered in the same article
Keep it Brief
We recommend that articles should be ~400 words long
Avoid duplication of content
Ensure that the article titles created and the underlying body of the articles are not similar to or duplicates of content in other articles.
General recommendations
Use employees language
The title and body should contain the same language that you expect your employees to use.
Add images right
Add title and alt text to images
Add contextual URLs
Add labels to URLs, or add text alongside URLs in the article body.
Avoid relying on tags and keywords
Virtual agent’s responses rely heavily on visible content to support semantic search. Therefore do not use tags and keywords to improve search effectiveness.
