End Users Are Unable to Open the Articles Shared via ‘Attach to Case’ in Search Console

Problem Statement

End customers cannot open the articles shared via "Attach to Case" in Search Console.

Reason

The configured Base HREF is not a community link in the SearchUnify admin panel.

Resolution

Admins must make sure that the URL for Base HREF is a community link in the SearchUnify admin panel before enabling the ‘Share Results’ functionality in Salesforce Console.

Let’s suppose that the community URL is https://example.com/support/s/article/UrlName. Now the admin must ensure that the Base HREF for the ‘Article’ object is a community link, similar to the above URL. Here's the process to set up the Base HREF:

1. From the SearchUnify admin panel, navigate to Search Client > Edit Salesforce Search Client > Content Sources tab.
   
2. Select the Salesforce content source and select the Articles object.
   
3. Click Create Base HREF.
   
4. Add the URL (the same URL as used for the illustration above) and click Save.
   

Related Articles:

• Enable Share Results in Salesforce Console
• Create a Base Hyperlink (HREF) for a Search Client