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.

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

Problem Statement Unable to attach a non-salesforce document to a Salesforce case Environment Reported product version Mamba'20 Resolved in version Mamba'20 Module Salesforce Console Search Client Resolution All content types cannot be linked to a case. Only Salesforce Knowledge articles can be attached to a case. Steps to attach an article to a case are provided here. Please follw the link Share Results

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 exact search? Environment Production Reported product version Mamba '20 Resolved in version Mamba '20 Module Search Client, Advanced Search Details PRIMARY: A search for “Web + Control” produces expected results but “Search for Web + Sqllll” generates results with only “Web” So + behaves as AND in the first case and OR in the second. Answer PRIMARY: Prefix your search queries with a # while using the search operators, such as AND and OR. Please visit the link below to learn more about advanced Search: Use Advanced Search, which includes all the search operators available in SearchUnify. Related In order to search such strings we recommend you to use a wildcard search. If you are looking for the keyword “age_limit”, then the right way to search would be # age?limit. Other search operators are listed on Use Advanced Search You can use the Clear Filter option instead of refreshing the page in order to access the Advanced search option again.

Problem Statement Boost a document for multiple keywords for the same rank Environment Production Reported product version Mamba '20 Resolved in version Mamba '20 Module Search Tuning Details Boost a document when a user searches with multiple keywords such as “Platform as-a-Service”, "Platform as a service", and “PaaS”. Solution Follow these steps to boost a document for multiple keywords: Log into your instance and go to Search Tuning. Click Keyword Based. Search with any of the three keywords or search with the title of the document. Locate the document and click "Add keyword" option. Enter all the three keywords one at a time and assign the document the desired rank. Click Save. For all these three keywords, the selected document will show up at the desired position. Please follow the link for more details on Keyword Based Tuning.

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 version Colubridae '20 Module Search Client Cause As per the current functionality, SearchUnify crawler picks only published articles based on their last modified date. If an article goes into draft stage, Article will become unavailable in the SearchUnify Search until it get published again. Solution As a part of the Colubridae '20 release, the last published version of an article will be visible even when it is a draft. Admin users will be able to configure this setting and make both draft and published copies of the article in search results searchable. Please follow the link for more details: https://docs.searchunify.com/Content/Content-Sources/Salesforce.htm

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 Agent Helper Answer Agent helper would return all the articles from Salesforce Knowledge whether it is created using the KCS Helper addon or created directly in the Salesforce. Please follow the link for more information on Agent Helper

Problem Statement How to increase the number of lines to display more Summary and Metadata lines on a search results page? Related How to add the Collapse/Expand functionality with Summary field? Environment Reported product version Mamba '20 Resolved in version Mamba '20 Module Search Client Resolution The number of Summary and Metadata lines on a search results page can be increased from the Admin Panel. Here are the steps: Go to Search Clients. Open a search client for editing and go to the Designer tab. In the Search Results Page tab, go to CSS and find the class .su__meta-date .su__meta-row. Change the value of the variable max-height in the class. For example, you can set max-height to 6 instead of the default 3. Click Update. Refresh your search client to verify the changes. To add the button Show More and Less on a search results page, please reach out to Searchunify Support team.

Problem Statement Which report captures the details about searches where clicks were made? Why the number mentioned under "Clicks" and "Searches with Clicks" are different? Description Admin wants to compare the data in specific sections of Search Analytics to see if they all add up. The count of Searches With Clicks under Conversion tab of Search Analytics and total number of Clicks under Overview tab (Tiles data) doesn't match. Environment Reported product version Mamba '20 Resolved in version Mamba'20 Module Search Analytics Answer There are 2 different metrics used to measure Clicks in the SearchUnify admin, namely "Searches with Clicks" (Also called as Search Conversions) and "Clicks". The two metrics compared may not be equal because 'Searches with Clicks' shows the number of times a particular query was searched which led to a conversion, whereas 'Clicks' shows the total of conversions (clicked documents). Since there can be a more than one conversions (clicked documents) for the same keyword, the count of 'Searches with clicks' tends to be less than 'Clicks'. Example: A user searches for the query Mobile Phone once in a session and clicks 5 different documents. In this case, the number of Searches with Clicks is 1 and the number of Clicks is 5. A user can download the total "Clicks" from "Top Clicked Search Results" report under "Conversions" tab of Search Analytics as shown below.

Question What is the significance of Base URL and Create base HREF options in search client settings? Environment Reported product version Colubridae '19 Resolved in version Colubridae '19 Module Search Client Answer Base URL The Base URL field serves multiple purposes in a search client. It is meant for configuring the attachment URL and making PDF, DOC, and other files searchable. HREF URL The HREF URL field is used to define the redirecting links from the search results page. The first half of the text of the URL is auto generated when you drag-drop a particular crawled field from the list given in search client configurations. Those are unique field names stored by SU in our indexes. Here is an example: https://qa-searchunify.com/documentation/article/{{lightningsb___knowledge__kav___UrlName}}. This is the logic for how the URL is generated : lowercase(contentSourceName) appended with two underscore lowercase(objectApiName) appended with two underscore and lowercase(fieldApiName). For more details, follow the below link Custom Base HREF.

Problem Statement How to enable "Attach to Case" functionality in support console? How to boost Salesforce Cases for attached articles? Environment Production Reported product version Mamba'20 Resolved in version Mamba'20 Module Salesforce Console Solution: Admin has the option to enable "Attach to Case" feature from the SU admin Panel. Here are the steps: a) Login to SearchUnify Admin panel. b) Navigate to ""Search Client"" tab. c) Edit the Salesforce Service Console Search Client. d) Click on ""Content Source"" tab. e) Select the Salesforce knowledge content source followed by the "article" object. f) Scroll down and click on the ""Share Articles"" tab. g) Enable ""attach article to case"" and click on ""save"" button. Now, you'll get the option to ""attach article to case"" when you login to the Salesforce Service console. Note: The "Share Results" functionality for link sharing and Articles attach to cases is supported for Salesforce Classic only. Please follow the link for more information: https://docs.searchunify.com/Content/Search-Clients/Share-Results.htm? Admin has the option to enable the "Salesforce articles (Attached to cases)" feature from the SU admin Panel. Here are the steps: a) Login to SearchUnify Admin panel. b) Navigate to Custom tab under ""Search Tuning"". c) Enable ""Salesforce articles (Attached to cases)"" toggle. Note: This feature is only applicable for boosting Salesforce Cases. All the Salesforce articles attached prior to implementing SearchUnify or prior to enabling ""Salesforce articles (Attached to cases)"" feature will not be considered for case boosting.

Problem Statement Need to change the facet labels showing up on the search client page. Environment Production Reported product version Mamba'20 Resolved in version Mamba'20 Module Content Source Solution Admins have the option to give custom labels to a desired facet from the SearchUnify Admin Panel. Steps to change the labels are mentioned below: Click on Content Source tab on the sidebar. Click on Edit option for the desired content source. Click on Rule option. You will find the crawled content type with an assigned Label Click on Edit and Change the Label name

Problem Statement What could be the possible reasons for not finding the article/s in the search results? Environment Production Reported product version Mamba'20 Resolved in version Mamba'20 Module Search Client Solution Any of the below is a possible reason for an article not showing up in the search results: Incorrect Data Category Tagged- The article is not tagged to a data category correctly. Data categories can be assigned when an article is created. Permission issues- The user might not have the permissions required to access the article. Crawling issue- The article has not yet been crawled and it's not available in the index. It happens when an article is newly published and crawling hasn't taken place after this addition. It will not be available in the search index in this scenario. To trigger recrawl and check the logs and status of crawling please refer to the below docs https://docs.searchunify.com/Content/Content-Sources/Recrawl.htm https://docs.searchunify.com/Content/Content-Sources/Status.htm https://docs.searchunify.com/Content/Content-Sources/Crawl-Logs.htm To check if an article is present in the index, please follow below steps: a) Click the document counts for a given content source. b) Select the date range when an article is crawled in SearchUnify index. c) Search the article using a search box. Stopwords- Keywords used to search the particular article/s are included in the stopwords section (NLP Manager > Manage Stopwords) in SearchUnify Admin. Advanced Search is performed- # used before the search query. Example "And" operator. The search ends up with no results due to these operators. Exclude List- Articles are not filtered in "Create Formula" options under Search client configurations in the Admin portal. Facet Selection- For the selected facets, the article/s in question isn't available. Missing content URLs in the sitemap XML - Sitemap XML needs to have all the content URLs to make sure SU crawlers are indexing all the content. Please review your sitemaps for missing content URL. Content Source Upgrade- Sometimes after the content source upgrade, auto crawlers fail to index the new content even though it is made searchable in the admin panel. Users are advised to manually recrawl the content source and see if missing content appears in search results. Frequency set to Never - If the frequency of crawl is set to never, new content will not be auto crawled, and hence some content will be unavailable in the search results. To set the frequency please follow the below steps: https://docs.searchunify.com/Content/Content-Sources/Edit.htm#!#SetUpCrawlFrequency Missing Keyword in any of the Content Sources - Please make sure the keyword that you are searching for is present in one of the content sources. Searchunify also allows you to partially search a keyword by appending #* at the beginning. For Example: If the exact keyword "CENG-50196" is not present in any of the content sources, you can partially search #*50196 to return all results that contain 50196. URL present in Should not crawl list - For website type of Content Sources, make sure URL is not present in the "Should Not Crawl" list. Below are the steps to verify the same: a. Edit a website type content source and go to Rules Tab. b. Under filter tab, check "Should not crawl" list to ensure website URL is not present. Field not added in admin panel - If a new field is added to the content metadata to an existing content source in the SU admin panel, the field needs to be added to the SU object and made searchable by following the below steps: a. Open SU object where the field needs to be added b. Add the metadata field with a label for the object and click save. c. Make the field searchable

Question How to find the articles which were "Attach to Cases" by Support Agents, in SearchUnify Analytics for a particular search client? Environment Reported product version Mamba '20 Resolved in version Mamba'20 Module Search Client Answer Many a times, Support Agents end up sharing help articles/documents with the users from their support console while they are resolving cases. This report lists all those articles/documents which were found helpful by your agents and provides information about the cases to which these documents were attached. To access this report, you would need to navigate to Analytics settings under your Salesforce console type of search client and enable "Attached to Case" report. Then this report will start showing up under Search Analytics section. Follow the below steps to access "Attach to Case report": Go to Search Analytics from main navigation on the left. Move to Conversions tab Use Select Search Client to choose a search client from the filter present on the Menu Bar . Optional: Set a Date Range. Scroll down and Navigate to Attach to Case report. Note: This report is available for Salesforce Console Agents only. This report only captures articles attached to case in SearchUnify search console.

Question "Why Search Analytics data exports have grown larger after Mamba' 20 release, without much change in search traffic on the search clients"? Environment Reported product version Mamba '20 Resolved in version Mamba'20 Module Analytics Answer Previously (before Mamba 20 release), each downloaded report in Search Analytics could contain upto 100 rows only, irrespective of the filter settings—Date Range, Select User, and Select Search Client. That limit has now been raised and the complete data set available in the Search Analytics can be exported now."