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Configure preferred terminology for AI and search

Updated Monday, October 26, 2026 · Marc Staine

AI Terms describes the wording, aliases and definitions your organization uses. Focused term lists help supported search and AI features recognize customer language and use consistent preferred terminology.

Applies to: Supportbench Core. Location: Settings → Knowledge Base → AI Terms. Access and available controls depend on your role and account capabilities.

Before you begin

  • Confirm you have the relevant knowledge-base administration permission.
  • Identify the intended article audience and affected existing articles before changing shared configuration.

Configure and verify

  1. Open Settings → Knowledge Base → AI Terms.
  2. Find the item in the list and open it, or choose the page’s new-item action.
  3. Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.
  4. Save the item and resolve any validation message. Reopen it to confirm the saved values.
  5. Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted.

Settings reference

Settings and actions

SettingWhat it controlsHow to choose
Word list / New listSelects or creates a terminology collection.Group terms by product or support domain.
Name / DescriptionList identity, up to 150/500 characters.Explain the list’s purpose and ownership.
DivisionsLimits the list to selected divisions; empty means all divisions.Avoid overlapping lists with conflicting definitions.
ActiveMakes a saved list available to supported consumers.Activate reviewed terminology.
Preferred termCanonical wording, up to 250 characters.Use the exact wording your team wants in answers.
Also known asAliases separated by comma, semicolon, pipe or line break.Include actual customer phrases and common alternative names.
Short form / Broader topicAcronym and grouping context, each up to 250 characters.Use context to distinguish ambiguous abbreviations.
DefinitionConcise explanation, up to 2,000 characters.State distinguishing meaning instead of marketing claims.
Term search / New / Edit / Delete selectedMaintains the list’s saved terms.Review selected rows before deleting.
Test phraseTests against saved terminology.Save changes first and test a realistic customer phrase.
Import file name / Spreadsheet contentPaste CSV/TSV content with a header; preview and import mapped rows.Use the template and review mappings/errors before import. Limits are 2 MiB and 1,000 data rows.
AI Assist source text / SuggestProposes terms from supplied source text. Suggestions need review and save.Supply approved product terminology and check every proposed definition.

Behavior to know

  • An unavailable-storage warning means the feature is not ready in that environment. Do not interpret an empty list as proof terminology is configured.
  • AI suggestions are drafts; they are not saved automatically.

Recommended use

  • Use clear, consistent names and keep the number of shared choices manageable.
  • Review the effect on existing articles, templates and workflows before changing shared configuration.

Worked example

  1. Create a product term list in the relevant division.
  2. Add Single sign-on with SSO as the short form and actual alternate customer wording as aliases.
  3. Write a brief definition, save and test a phrase using SSO.
  4. Inspect a supported search/AI result and add missing real-world wording when appropriate.

Troubleshooting

ProblemWhat to check
The item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.
  • Knowledge Base → Organize knowledge-base topics and access
  • Knowledge Base → Configure article templates and AI authoring guidance
  • Knowledge Base → Manage knowledge-base tags and audiences
  • Knowledge Base → Configure shared article styles and callouts

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