Enable 'Attach to Case' and Boost 'Salesforce Articles (Attached to cases)'

Problem Statement

1. How to enable the "Attach to Case" functionality in the support console?
2. How to boost Salesforce articles (Attached to Cases)?

Solution:

1. Admin has the option to enable the Attach article to case functionality from the SU admin Panel.

Here are the steps:
a) Login to the SearchUnify Admin panel.
b) Navigate to Search Client tab.
c) Edit the Salesforce Service Console Search Client.
d) Click on Content Source tab.
e) Select the Salesforce knowledge content source followed by the "article" object.
f) Scroll down and click on the Share Articles button.
g) Enable Attach article to case and click on Save.

Now, will get the option to attach an article to the case when you log in to the Salesforce Service console.

Note: The Share Results functionality for link sharing and Attach article to case is supported for Salesforce Classic only.

Please follow the link for more information:
https://docs.searchunify.com/Content/Search-Clients/Share-Results.htm?

2. Admin has an option to enable the Salesforce articles (Attached to cases) tuning from the SU admin Panel.

Here are the steps:
a) Login to the SearchUnify Admin panel.
b) Navigate to the Custom tab under Search Tuning.
c) Enable the Salesforce articles (Attached to cases) toggle.

Note: This feature is only applicable for boosting Salesforce knowledge articles that are attached to cases.
All the Salesforce articles attached prior to implementing SearchUnify or prior to enabling the "Salesforce articles (Attached to cases)" feature will not be considered for knowledge article boosting.