Real-time example:

Benefits: 

• Improve answer bot's efficiency: Adding more similar terms in your business terms module can improve your bot's response by enabling it to provide the desired solution irrespective of the terms used.
  
• Multi-regional: The usage of terms and vocabulary might change based on the visitors' region but will convey the same meaning. Grouping those terms in the business terms module could improve the bot's response. 
  
• Reduces data creation load by eliminating the need to create multiple articles with different titles. 
  
• Serves as a custom dictionary that answer bot can get trained on.
  

Best practices:

• Keep the terms short and avoid sentences.
  
• Create terms that denote meaningful synonyms that the bot might not be aware of, such as Operator, Agents, Support Rep, etc. And avoid common words that might convey the same meaning like Add, Create, Include, etc.