Better search optimization means customers find answers without submitting tickets.

Title Optimization



  • •Use the exact question customers ask
  • •Good: "How to Reset Your Password"
  • •Bad: "Password Management Overview"


    • Content Tips



  • •Include common variations of the question in your content
  • •Use the terms customers actually use, not internal jargon
  • •Add a FAQ section at the bottom with related questions


    • Preview Text



    The preview appears in search results. Make it:
  • •Specific and actionable
  • •Under 100 characters
  • •Answer the "why should I click this?" question




    • Link related articles using the relatedSlugs field. This helps:
  • •Customers discover more answers
  • •AI provide comprehensive responses
  • •Reduce bounce rates on your help center


    • Monitor Search Performance



    Check Dashboard → KB Gap Alerts weekly:
  • •Topics with high search volume but no matching article = opportunity
  • •Articles with low match rates = needs better keywords