How SearchUnify ServiceCloud Console prioritizes relevant content to Service Agents?

Saurabh Jain

• December 20, 2019 06:02

How SearchUnify improves the agent experience by showing them most reused/ high quality unique articles at the top of the search results?

Related to

• search relevancy
• search tuning

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  Sumit Aggarwal

  • December 24, 2019 05:08

  There are many ways to handle this in SearchUnify. The boosting algorithms running behind the search itself prioritizes the relevant content documents and show them at the top. But, Admins can also use the manual boosting options and himself take control for search relevancy of results by changing the configurations. There are four methods to tune your results: Auto, Content based, Keyword based and Custom. You can find the documentation here: https://docs.searchunify.com/Content/Search-Tuning/Search-Tuning.htm

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  Saurabh Jain

  • December 25, 2019 14:54

  @... Can we add one more tuning parameter - Article confidence index. Articles with highest link rates should be highest ranked in the order.

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  Sumit Aggarwal

  • December 26, 2019 04:39

  Saurabh Jain We have analytics reports to capture 'attached to case' metrics for documents which support agent uses to resolve a case. The same analytics can be used to start boosting the search results in ServiceCloud console. And the control could be given to the Admin console. Thanks for your inputs @... We really appreciate it.

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