If you offer your users a lot of content, it can sometimes be difficult or time-consuming to find what they're looking for. That's why we developed the Userlane Search! Your users can quickly search content directly from the Userlane Assistant.
Good to know: The Search feature in the Userlane Assistant can be connected to an integration with a knowledge base or other enterprise system. We currently offer integrations with Confluence and Zendesk.
How it works
Once Search is enabled, users can simply click the Search icon in the Assistant and type a query in the Search input field.
⇨ Start this Guide to learn how to enable Search for your users.
Userlane Search applies queries to the following:
The title of the Guide (viewable in the Userlane Dashboard)
The subtitle of the Guide (viewable in the Userlane Dashboard)
Inside a guide:
Text and content of a step
Content of specific value-inputs
The public title of the Announcement
The text of the button of the primary link
The text of the button of the secondary link
The page title of the document
The body text of the document
How are search results included and ranked?
Now that we know which content types can be found through the Userlane Search, let's talk about how Search structures the results.
The Userlane Search ensures that only accessible content is shown in the search results. What do we mean by accessible content? Keep reading:
Only show active Guides in active chapters
Only show Guides that match user segmentation
Only show Guides that match page segmentation
Only show Guides in the language of the user or with a fallback language
Only show Announcements active at the time of searching
Only show Announcements that match user segmentation
Only show Announcements that match page segmentation
Only show Announcements in the language of the user or with a fallback language
Documents searched through an integration with a knowledge base are accessible based on the permission settings for the connected instance.
Userlane Search ranks according to Term Frequency / Inverse Document Frequency
e.g. searching “user” ranks a tutorial that contains the word “user” five times, higher than a tutorial that contains “user” only once.
Inverse Document Frequency
e.g. searching “user” ranks a short announcement that contains only 10 words, one of which is “user”, higher than a long tutorial that contains twenty steps, one of which contains the word “user” once.
If results include more than one content type, users can select content filters to refine their results to specific types (Guides, Announcements, and documents). A maximum of 50 results is displayed.
Customize content filter labels
You can customize the default filter label texts from the Dashboard by going to Customize > Texts, then select Search under Assistant.
What happens if users cannot find what they are looking for?
Enable an external help link that will appear if the user receives zero results for their search. This link can direct them to either an external documentation page or to their managers via a "mailto:"
⇨ Start this Guide to learn how.