Synonyms and Feedback on Support

Two additions to the Knowledge area of Genuin Studio: synonym groups to make search understand that different words mean the same thing, and feedback from the anonymous web widget, so ratings left by end users on Support answers now flow back into the platform.

Synonyms

The Synonyms page lets realm admins define groups of interchangeable terms. Every word in a group is treated as equivalent at query time, so a search matches the relevant content regardless of which term the end user typed — useful whenever the wording in the manuals differs from the wording customers actually use (caldaia / boiler, centralina elettronica / scheda / cpu, an acronym and its expansion, dialect or trade slang, and so on).

From the page you can:

• Create a group and add its terms
• Edit an existing group — add or remove terms, fix a typo
• Delete a group you no longer need
• Import groups in bulk from an .xls file, when defining them one by one would be impractical

Each term accepts up to 4 synonyms, but retrieval stays sharpest when a group holds no more than 2 — beyond that the equivalences get looser and matches less precise, so keep groups tight and split unrelated meanings into separate groups.

The Synonyms page with groups of interchangeable terms

Feedback from the anonymous widget

Answers served through the anonymous web widget — the embeddable Support widget, e.g. the one on the company website — can now be rated by the end user: thumbs up or thumbs down, and on a negative rating an optional free-text note explaining what was wrong.

Those ratings are collected in the Feedback page in Genuin Studio, alongside feedback from the other channels. Each entry records the type (positive / negative), the source content the answer was built from, the machine model, the query, the answer, the user's note, and the channel it came from, with headline counters for total, positive and negative feedback and a filter by type.

The Feedback page collecting ratings from every channel

This closes the loop on the knowledge base: negative feedback points straight at the query, the answer and the content behind it, so gaps or wrong passages can be found and corrected — and clearly reproducible failures can be reported to Visup.