Plan requirement
| Subscription | Suite Team or higher, Knowledge Professional or higher |
| Access | Admin |
Generative search answers the question rather than listing articles. It is on by default across every Suite and Knowledge plan, and it is only as good as what it reads.
What changes for the reader
Instead of ten results to work through, they get an answer, with the articles it came from. For a specific question that is a considerable improvement over reading three articles to assemble it yourself.
What it depends on
Your articles. It does not know anything else, and it cannot be better than what it summarises.
So the preparation is the same as for an AI agent: one subject per article, the answer first, no contradictions, nothing out of date.
Where it goes wrong
- Contradictory articles. It may blend them, producing an answer that is in no article.
- Conditional information whose conditions are unstated. It applies them to everyone.
- Old content, quoted with the same confidence as current content.
Watch what it says
Ask it your most common questions and read the answers as a customer would. That is the only real test, and it points straight at the articles that need work.
It is already on
Nothing to switch on: generative search runs by default, and a Knowledge admin turns it off in the search settings if you would rather it did not. So the question is not whether to enable it but whether your articles are ready to be summarised.
What is included
Every Suite and Knowledge plan covers up to 100,000 eligible searches a month that produce a generated answer. Past that there is a paid Generative Search Extender add-on.
For most help centres that ceiling is far away. Where it is not, check the ceiling before the month it is reached rather than after.
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