Although I keep hearing about this feature called Case Analytics, I still cannot wrap my head around it. Can someone help me understand what Case Analytics is and how it is different from Admin Reports?

Conversational search gives you instant access to important data by turning your search terms into record filters. Just enter search terms the way you start a conversation. For example, enter “my closed cases this month” to see a list of your recent cases with a closed status.

We have been using CSS and HTML feature of design studio for some time now. But, it gets really difficult for people to manage the client who are not familiar with HTML. It would be great to see a drag and drop kind of designer for Search clients.

In the Search Console tool that we are using in Service Cloud, below the article we currently have two links. We'd like to have one link labeled "Attach to Case", clicking that link will attach the article to the Comments and Articles sections. [example mock-up attached].

In Search Tuning > Custom, what does enabling "Click" do within the Parameters column?

Can I take out "misspelled words" from this list as compared to terms which do not actually have relevant search results? This will be more useful for me to understand which content is missing.

I have to manually accept or reject the synonyms that are automatically populated in the synonym factory. What’s the default setting? Are they by default selected until I reject them, or by default rejected until I select them? Can I change the default setting?

Hi, can I set control for users to be able to access only certain sections of the admin console?

Hey! We are looking at a couple of options and would most probably migrate from Service Cloud (current) to Zendesk. Are there any SearchUnify features or functionalities that are likely to get affected?

I propose adding ServiceNow as an out-of-the-box search client in SearchUnify and prioritizing it for next release due to its high demand.

Ability to identify duplicate content across a single content source or across multiple content sources. There are reports for top results and top results with no clicks but it would be helpful to have a direct report of duplicate content that may exist for a particular topic/keyword. Will help improve content quality by updating them into comprehensive articles and remove redundant ones.

For new cases, agents don't have any reference material to help them in resolution. As they resolve the query, an option to quickly create an article through SearchUnify service console simultaneously will help them create a reference case resolving content. This will help save the time of other agents who may come across similar case promoting KCS.

Ability to help you search across your multiple digital platforms based on your voice interactions.

To see the progress of the crawling of any content source I have to go back to another screen and then come back again to refresh the screen. Can we have a refresh button by using that I can see the update count of the crawled content source?

We use KCS methodology for content creation in our organization. I heard SearchUnify helps enable KCS success. Is there a document where I can see how this software drives KCS implementation?

Can we add Multiple entities ?

Search results should have option to filter out search results by excluding some facet values from facet selection. (Negative search)

It should capture more user information thus leads to capture handful analytics

Report Analytics on case creation should also contains search results title when case was created.