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

PROBLEM STATEMENT A customer saw a keyword in both "Searches with top results" and "Searches with no results" reports. For example, when the keyword "medicare billing" was searched. ENVIRONMENT Reported Product Version Colubridae 19 Resolved in Version Mamba 20 Category Analytics Created 30 Jul 2019 07:54 PM CAUSE There are a few scenarios in which a similar situation can arise. For example, when the keyword is "medicare billing". User searches for a keyword "XYZ" with a few filters. Later the same user searches for another keyword "medicare billing" without removing the previously added filters. In this case, there may be no result because a there is no match as per the selected filters. When the filters are removed, the results will appear. Please check the attached screenshots 1.1. In first screenshot we can see "medicare billing" in the No Results Found report. 1.2. The second screenshot shows that we have selected some filters and the search for "medicare billing" shows results. 1.3 The third screenshot shows that we have removed the selected filters and the search for "medicare billing" shows results. If we search any "keyword" with some advanced search options which don't match then the "keyword" is classified as without result search. Attached screenshot for advanced search option. RESOLUTION We have added more details in "Search with No Results" report explaining the reason for no results. For example, no permissions and wrong user type etc. The details are available in SearchUnify since the Mamba 20 release. We do have the options to track the filters selected at time of search was performed for a particular keyword in admin panel. Go to Search Analytics and navigate to Searches with No Results. Click any number in the Sessions column. Click your Session ID. In the dialog that opens, click More Details. If you can see any facet in the Facet Value column, then it means results were not found because the selected facet narrowed the scope of search massively. METADATA For: Customers, Partners, Domain Users, Agents

Hello! Currently our search displays content sources based on number of results. We need to reorder to the actions most frequently taken. This will improve the user experience and increase the likelihood people are going to the areas that have the greatest impact. (e.g., we need the community ones to appear first, then learning center, etc.) Would you all know what release this is planned for and how I may track it's progress?

How are “Case Analytics” different from “Admin Reports”?