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    1. SearchUnify
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    3. Knowledge Base

    Knowledge Base

    • How many results are displayed as suggestions on the case creation page?

      Problem Statement Can we change the number of search results displayed on the case creation form? SearchUnify Version: AllModule: Search EngineCategory: Case DeflectionPlatform: All Answer Ten sear...

    • Duplicate Content Entries (documents/articles) in Analytics Reports

      Problem Statement Duplicate Content Entries; Documents or Articles in Analytics Reports SearchUnify Environment | All Module | Analytics Answer SearchUnify's Analytics includes all unique article...

    • Content Sources and their respective permissions

      SearchUnify supports permissions for the following content sources: Salesforce SearchUnify supports the following content permissions for Salesforce content repositories: Object Level Permissions:...

    • Users Unable to View Case Attachments

      Problem Statement: Community users have been reporting inability to view attachments in case portal.Solution: All the attachments are available on the case details page which can be accessed by cli...

    • Status Page for C21, M21 and older instances

      Status page has been introduced in the M22 Release. You can access it from your admin panel or by going straight to https://status.searchunify.com. On the page, log in with the email and password u...

    • What factors decide the size of an SU index?

      The size of an SU index depends on the number of documents. That is the most important factor. The size of an index compared to the size of the docs tends to be miniscule. Here are some statistics ...

    • Use Regex in Keyword Boosting to Handle Query Inflexion

      Keyword Tuning is a powerful tool that can be used to change the rank of a document for a query or a related set of queries. Boost for Query (Precise) You can be precise with it, so that document X...

    • Support Rep's Guide to Productivity with SF Console

      The search client for Salesforce Console is designed from the bottom up for support reps whose jobs consist of finding information and sharing it on a regular basis. It comes with federated search,...

    • Supported Browsers and Devices

      The SearchUnify instance allows admins to manage content sources, search clients, and entire search experience without installing any plugins* or software. The instance and the search clients can b...

    • Content Sources Authentication — Cheat Sheet

      A quick cheat sheet to help you get acquainted with the content source authentication process and prepare beforehand if you are planning to index multiple content sources. No Auth No content source...

    • SearchUnify and Security: Implement Access Control on Search Results

      SearchUnify provides organizations four ways in which they can prevent unauthorized access to content through search. Let's start with the most effective option. Copy Access Control Settings to Se...

    • Search Analytics - Short Definitions

      This article offers one- or two-sentence definitions of analytics terms as they are employed in SearchUnify. The article can be bookmarked and used as a handy reference. For details, refer to the o...

    • How to Rename a Content Type?

      Content Types are the objects used for storing data. Some platforms contain only one object while in others there is virtually no upper limit. YouTube has one content type, video. Dropbox supports ...

    • Case Deflection and Its Stages

      Case deflection could mean different things to different teams and industries. This article explains case deflection from a support team’s perspective. For a support manager, a case is said to be d...

    • Effect of Altering the Word Order in a Search Query

      Question Why Does Altering the Word Order in a Query Changes Search Result? Environment Environment Production Reported Product version Colubridae 19 Module Search Clients Created Date 1...

    • Generate a Sitemap from URL (loc) and Last Modified (lastmod) Attributes

      Site Map Generator is an open source program used to create a customized site map with two attributes: <loc> and <lastmod>. <url> <loc> https://docs.searchunify.com/Content/Content-Sources/Jive.htm...

    • Why Does Altering the Word Order in a Query Changes Search Result?

      Question Why Does Altering the Word Order in a Query Changes Search Result? Environment Environment Production Reported Product version Colubridae 19 Module Search Clients Created Date 1...

    • What type of Articles are suggested in Agent Helper?

      Question Does Agent Helper return articles created using SearchUnify KCS functionality only? Environment Production Reported product version Mamba'20 Resolved in version Mamba'20 Module ...

    • Not able to search draft KB Articles

      Problem Solution Salesforce KB article is not searchable in SearchUnify instance when it is in draft stage Environment Salesforce Production Reported product version Mamba '20 Resolved in ...

    • Which search operators can be used while searching content within SearchUnify?

      Questions (Related) How to search code blocks and non-alphanumeric characters (such as _)? Without refreshing a page, how can I access the Advanced Search option when no results are found after an...

    • Unable to attach knowledge article to a Salesforce case

      Problem Statement Unable to attach a non-salesforce document to a Salesforce case Environment Environment Production Reported product version Mamba'20 Resolved in version Mamba'20 Module...

    • How to add or delete a SearchUnify admin or moderator?

      Environment Environment Production Version Mamba 20 or later versions Module Manage Users Answer Steps to add a new user: Log into your instance and navigate to Manage Users. Click Inv...

    • Identifying users in the Searches With No Result report

      PROBLEM STATEMENT How to retrieve user email IDs in the Searches With No Result report? Environment Customer Platform Salesforce SU Platform Colubridae '19 SU Component Addons > Email Tra...

    • How do I edit the design of the Page Rating component on Salesforce Communities?

      Unlike search clients, which have their own HTML and CSS editor in Designer, Page Rating cannot be tinkered with from the admin panel.For instance, to alter button size and to insert a space betwee...

    • Fields for mapping are not shown up in KCS Support Console on admin panel

      While trying to set up a KCS Support Console when Admin has already added Salesforce "Article Object API" i.e. "lightning__kav" in SU Admin panel under Search client(SF console) KCS. However, the f...

    • Unable to find a result for a search keyword

      Problem Statement The user is not able to find results for a search keyword that has a partial match in the content sources.For Example, A search query "Database" will not yield any result if the c...

    • "Undefined" URLs in a Search Client

      Question: Why does a user gets undefined URL error on clicking a search result within a search client? Environment Production Reported product version M'21 Resolved in version M'21 Modu...

    • Query on accessing sessions for cases created without search

      Question: In the Analytics session details report, how can a user access sessions where a case is created but no search is performed? Environment Production Reported product version M'21 R...

    • Low Stage 1 and Stage 2 deflection Causes

      Question: What are some of the causes of low Stage 1 and Stage 2 deflection? Environment Production Reported product version M'21 Resolved in version M'21 Module Search Clients Answer...

    • Search bar not appearing

      Question What are the reasons for the SearchUnify component not rendering on the community page? Environment Production Reported product version M'21 Resolved in version M'21 Module Sear...

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