3740908 - Joule returns multiple users when fuzzy search is enabled in SuccessFactors

• Prompt like "View manager of [username]" displays multiple users instead of displaying the user's manager. 
• Using the prompt "view manager of " returns more than one result for users with similar names.
• Joule response is "I found several people matching the name you provided. Who are you looking for?"

• SAP SuccessFactors HCM Suite
• Joule in SuccessFactors

1. In Joule, enter the prompt "view manager of [username]".
2. Observe that multiple users are displayed instead of user's manager

Joule uses Global Search to identify the user referenced in the prompt. With People Search Fuzzy Search enabled, the search gives equal weight to fields such as username, first name, and last name. When similar usernames or shared names exist, the search returns multiple users instead of an exact username match.

1. Review the People Search configuration for Fuzzy Search in the SuccessFactors admin settings.
2. If exact matches are required for lookups, disable Fuzzy Search for People Search as described in SAP Help Portal - Enabling Fuzzy Search in People Search
3. Save the configuration and retest the prompts (for example, "view manager of ") to confirm that a single result is returned.
4. If Fuzzy Search must remain enabled, refine prompts with more specific information (for example, full name) to disambiguate users.

• KBA 2922917 - Enabling Fuzzy Search in People Search
• SAP Help Portal Enabling Fuzzy Search in People Search
• SAP Help Portal Use cases supported in Joule

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