Hi, i am receiving two emails for same notification(if someone post's a comment on my post). Can we change it to only one email ?

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.

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

can we increase the size of notification icon bell?

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 we increase dimension of the reply box in case detail page?

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?

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 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 Agents 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. To 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 Searchunify support 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 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 Tracking RESOLUTION To better understand customer journeys and search Behavior, 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. Please follow the link for more information: 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

Environment 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 Invite New User. A dialog will open. Enter the new user's email ID (User Email) and their role (Admin/Moderator). 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. Steps to delete a user: Log into your instance and Naviage to Manage Users. Click Admin Users. Click delete in the Action column. A help article with images on deleting users can be found on Delete a User.