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

If an article linked to an incident is updated, will agent be able to search the version of the orginial article linked to the incident. Does SearchUnify captures the screenshot of the different article versions.

Can we add Multiple entities ?

How does SearchUnify assists agents handle low impact and high frequency cases? Ideally there should be a quick access dialog box that stores recently viewed articles for quick linking. Do we have such feature on service console?

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?

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?

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?

Hello all I'd like to ask about middleware software. I read about it in the guide but I cannot find link to download middleware. Could someone help me??

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

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?

Dreamforce ’19 is considered a must-attend event in the SaaS industry. With product keynotes, fireside chats, parties, and more than 200 breakout sessions detailing how businesses are transforming outcomes for their customers and employees through the Salesforce ecosystem, every day is jam-packed with knowledge and fun. But if not planned carefully, the event can be a bear to handle when you’re among 170,000+ fellow attendees navigating the streets of San Francisco. So we asked one of our finest, Shivraj Asthana, President, Grazitti Interactive for a piece of advice about the event. Here are some questions we explored with him around how to make the most of Dreamforce ’19. What’s the Best Advice for Making the Most of Dreamforce? Dreamforce has emerged rapidly from being just a conference to an experience to look forward to. Since there’s going to be a firehose of information in too little time, if you haven’t planned ahead you are going to end up being overwhelmed. The trick is to set your agenda, cherry-pick the must-attend sessions, and register for them as soon as possible. I would strongly urge you to include Customer Success expo in your plan as it is being rightly called the epicenter of learning & technology. The session will, no doubt, showcase new products with innovative technology at their core, that can help boost the productivity of your Salesforce org. Look at the Salesforce’s guided recommendations that offer trail maps based on your role or industry to create a personalized agenda for yourself. What Is the Theme You Are Most Excited About in This Dreamforce? With technologies packed up to the brim at Dreamforce, choosing a topic to look forward to can have you scratching your head. Salesforce lately has been focusing heavily on Einstein. Of course, we, like most forward-thinking companies, have been investing in AI. It will be exciting to see what new grounds are being broken – especially how artificial intelligence is driving digital transformation. The role of AI in enhancing employee productivity and creating a seamless agent experience spanning digital channels is highly anticipated. What’s New That Grazitti & SearchUnify Will Be Offering? This is Grazitti Interactive’s (which owns SearchUnify) sixth participation in Dreamforce. We are going to showcase a range of products that are perfectly suited for organizations pursuing digital transformation aggressively – Sinergify, SearchUnify, Khoros-Salesforce connector, and several more. SearchUnify is a cognitive search platform that is transforming information discovery, fueling an insight engine, and offering a robust foundation for AI-based apps (like customer and agent facing virtual assistants). With a cognitive engine like SearchUnify powering your Salesforce org, you can push your productivity-enhancing functions like driving self-service, augmenting agent productivity, boosting knowledge sharing across your enterprise, beyond warp speed. Where Do You Think the World of Support Technology Is Headed? With state-of-the-art changing almost every day in the world of support, it’s hard to put finger on one particular trend. However, I can bet that Artificial Intelligence & Machine Learning are yet to open new and unseen doors. Developments in AI/ML that are reducing the time and effort in training of algorithms, and advances in image recognition are certain to unfold an exciting future. Self-service and proactive support interaction have moved to the center stage as customer experience has been recognized as a key business driver. With intelligent multilingual chatbots solving Level1 queries and providing round the clock support, employees are going to get freed up for solving complex issues. Consequently the companies that invest in intelligent search platforms will move ahead of their peers and will be better prepared for providing next-gen support. Meet Shivraj and Team at Dreamforce! The excitement of Dreamforce ’19 can already be felt. Shivraj and our best team possessing unmatched knowledge on Salesforce and AI-powered products will be there at booth no. 1639, Moscone Center, San Francisco, CA. We’ll be happy to take you on a tour of technologies that are going to control the future. Register here to meet us at Dreamforce ’19!

A customer is trying to set up a KCS Support Console and has already added Salesforce "Article Object API" i.e. "lightning__kav" in SU Admin panel under Search client(SF console) > KCS. However, the fields to map are not being shown as per the configuration steps of KCS Support Console. ENVIRONMENT Customer Platform Salesforce Sandbox SU Platform Colubridae 19 SU Component Addons > KCS Support Console Logged 03 September, 2019 10:28 PM Resolved in Colubridae 19??? CAUSE Insufficient permissions for Salesforce users to map fields in KCS. The SearchUnify admin who authenticated Salesforce as a content source is not a Knowledge User in Salesforce. RESOLUTION For mapping KCS fields in the SearchUnify admin panel, please ensure that you are also a Knowledge User in Salesforce. Setting up the user as knowledge user in SF org resolves this problem. How to become a Knowledge User? Log into your Salesforce org. Find Knowledge Settings from Quick Find Box and click Edit. Check Enable Lightning Knowledge (if it's not checked) and click Save. You can map only Knowledge Article fields. METADATA For: Customers, Partners, Domain Users, Agents .

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 between "Yes" and "No", kindly write to your customer success manager (CSM) or log a ticket on the community. Environment Instance Details SearchUnify Version Colubridae '19 SearchUnify Module Page Rating in Search Clients Customer Platform Salesforce Communities, Website

PROBLEM STATEMENT Is there a way to display user emails instead of session IDs in the Searches With No Result report? Our company is attempting to better understand customer journeys and search habits, so we can refine their searching criteria and contact them through email. Environment Customer Platform Salesforce SU Platform Colubridae '19 SU Component Addons > Email Tracking Logged ??? Resolved In ??? RESOLUTION Enable the Email Tracking addon. The addon enables you to map search session IDs with emails. Once it has been installed on your instance, you can identify users in Session tracking Report, Searches With No Click, and other reports in Search Analytics. To install the addon, Log into your SearchUnify instance. Navigate to Addons. Click Add New SearchUnify Addon. Click Install to download Email Tracking. You can also find installation instructions on the official documentation center: Map User IDs with Emails IMPORTANT Please note that this feature only works for gated communities; communities which require the user to login with an email ID and password. Email Tracking is disabled to comply with the European Union's General Data Protection Regulation (GDPR). We recommend turning it on if you have your customers' or search client users' explicit consent to collect their data. METADATA For: Customers, Partners, Domain Users, Agents

Add a User To add or delete a user in your SearchUnify admin console, carry out the following steps. Log into your instance and navigate to Manage Users. Click Invite New User. A dialog will open. Enter the new user's email ID (User Email) and their role (User Role). Click Send. The user will receive an email. Ask them to click the link and follow the instructions. A help article with images on adding users can be found on Add a User. Delete a User To delete a user, log into your instance and then: Naviage to Manage Users and click Admin Users. Click in the Action column. A help article with images on deleting users can be found on Delete a User. Environment Instance Details SearchUnify Version Mamba 20 or later versions SearchUnify Module Manage Users

PROBLEM STATEMENT How does a change in the order of the keywords affects search results while performing search? For example, search "Automation Upgrade" vs "Upgrade Automation" ENVIRONMENT Reported Product version Colubridae 19 Category Search Client Created Date 18 Oct 2019 10:06 PM RESOLUTION There are certain expected behaviors of search that any development or code can unfortunately not counter. SearchUnify brings up expected search results with multiple keyword pairs when a search is performed. For example: Scenario 1 - When we search the word 'Automation Upgrade' these are the first five results we receive. Scenario 2 - When we search the word 'Upgrade Automation' these are the first five results we receive. What we observe here is that apart from the first link appearing on the top, all the lower four results have changed by reversing the position of the words. This is the default search behavior of any search engine. The first result has been correctly placed on the top by doing heavy SEO and keyword tuning for both these words. We can do the same in our Admin Panel by tuning articles for some such pairs of words so that the most relevant results show up even if the order of the words is reversed. Metadata For: Customers, Partners, Domain Users, Agents

Upgrade to Mamba '20 or a later version of SearchUnify. Chatbot analytics was added to SearchUnify in Mamba '20. The analytics tab measures four metrics: User Interaction: View the total users who interacted with your chatbot on a search client during a selected period of time. In Intents: Find out which intent has been used the most on a particular search client. All Reports: Find out the utterance hit count for an intent. Chat Transcript: Email yourself chat transcripts for further evaluation. More information about chatbot analytics can be found on View Chatbot Analytics Environment Instance Details SearchUnify Version Colubridae '19 and older SearchUnify Module Virtual Agent