Discover the Power of Global Search and Einstein in Experience Cloud

Table of Contents

1. Introduction
2. The Importance of Synonym Groups
3. How Synonym Groups Work
4. Creating a Custom Synonym Group
5. Demo: Using Synonym Groups
6. Limitations and Restrictions
7. Benefits of Using Synonym Groups
8. Conclusion
9. FAQ

Article

1. Introduction

Welcome back to our channel! If you're new here, let me give you a quick introduction. I'm grateful for each and every member who has been supporting us and helping our channel grow. Today, we are going to dive deep into the topic of "Synonym Groups" and explore the interesting features provided by Salesforce. With synonym groups, you can enhance the search experience for your customers by allowing them to use different terminology to find the same results.

2. The Importance of Synonym Groups

In our everyday life, we often encounter situations where different words or phrases are used to refer to the same thing. For example, in India, the city of Mumbai is also known as Bombay. Both these names refer to the same city, but people may use either term to search for information. This is where synonym groups come in handy. By creating synonym groups, you can ensure that your customers can find the information they need, regardless of the terminology they use.

3. How Synonym Groups Work

Synonym groups are a powerful feature provided by Salesforce, utilizing Einstein's capabilities. There are two types of synonym groups: standard and custom. The standard synonym group is enabled by default, and it compiles a list of common English language synonym groups that are available to all Salesforce knowledge entities. On the other hand, custom synonym groups can be created based on your specific requirements.

4. Creating a Custom Synonym Group

Creating a custom synonym group is a straightforward process. You can do this by accessing the setup menu and navigating to the "Synonym" section. From there, you can define the primary term and its associated synonyms. For example, if you have a product called "Generator," but some customers refer to it as "Alternative" or "Innovation," you can create a custom synonym group that includes all these terms. Additionally, you can select the language for which the synonym group will be applicable.

5. Demo: Using Synonym Groups

Let's take a look at a small demo to understand how synonym groups work in practice. Suppose we have a few cases with the subject line "Generator." However, some customers may refer to it as "Alternative" or "Innovation." Using the search function, we can search for "Generator," "Alternative," or "Innovation," and we should get the same results. This demonstrates how synonym groups make searching more intuitive and efficient, as it takes into account different ways people may refer to the same item or topic.

6. Limitations and Restrictions

While creating custom synonym groups, it's important to be aware of certain limitations and restrictions. Salesforce allows the use of synonym groups for specific objects such as cases, chatter, feed, file, knowledge articles, ideas, questions, service appointments, service territories, work orders, work order lines, and items. However, there may be other objects where you cannot utilize the synonym group feature.

7. Benefits of Using Synonym Groups

Implementing synonym groups in your Salesforce experience cloud can have numerous benefits. Firstly, it improves the search experience for your external users by allowing them to find information using their preferred terminology. This leads to improved customer satisfaction and reduces the time spent searching for relevant data. Moreover, synonym groups can be customized to match the specific language or context of your target audience, further enhancing the search experience.

8. Conclusion

In conclusion, synonym groups are a valuable tool in Salesforce that can greatly enhance the search experience for your customers. By creating custom synonym groups, you can ensure that users can find the information they need, regardless of the terms they use. This feature not only improves customer satisfaction but also saves time and effort for both users and support staff.

FAQ

Q: Can I create multiple custom synonym groups?

Yes, you can create multiple custom synonym groups based on your specific needs. This allows you to cater to different user preferences and search criteria.

Q: Can I use synonym groups for all Salesforce objects?

No, the use of synonym groups is limited to certain objects such as cases, chatter, feed, file, knowledge articles, ideas, questions, service appointments, service territories, work orders, work order lines, and items. Ensure that the object you want to apply synonym groups on is supported.

Q: Are synonym groups available in multiple languages?

Yes, you can select the language for which the synonym group will be applicable. This allows you to create synonym groups for different languages and cater to a diverse user base.

Q: How do synonym groups improve the search experience?

Synonym groups make the search experience more intuitive and efficient by allowing users to find information using their preferred terminology. It eliminates the need for users to search using multiple terms, increasing the accuracy and relevance of search results.