Your browser does not seem to support JavaScript. As a result, your viewing experience will be diminished, and you may not be able to execute some actions.

Please download a browser that supports JavaScript, or enable it if it's disabled (i.e. NoScript).

Not able to search draft KB Articles

sugrokker last edited by sumit.aggarwal

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
Reply Quote 0
1 Reply Last reply

Environment	Salesforce Production
Reported product version	Mamba '20
Resolved in version	Colubridae '20
Module	Search Client

1
Posts

89
Views

Suggested Topics

S

Display Search Client specific search results and facets
Search Clients • • Saurabh Jain

1

0
Votes

1
Posts

48
Views

S

Problem Statement How to limit the search results and the facet values specifically for a search client? Environment Production Reported product version Mamba'20 Resolved in version Mamba'20 Module Search Client Resolution To filter out an entire set of documents from search results without deleting them from a content source, there's an option Create Formula under the Search Client configurations. Follow the below steps to limit the search results for a search client: Navigate to Search Clients in the Admin panel and click on Edit icon for a Search client. Navigate to Content Source tab. Select the Content Type and Click Create Formula. Drag and drop the Content field for which you want to restrict the search results. Enable the Regex Toggle and add the Regex Filter Expression to filter the results. Please refer to this article for more details. Please follow the below steps to Exclude values from facets for a Search client: Navigate to Search Clients in the Admin panel and click on Edit icon for a Search client. Navigate to Content Source tab. Once a Content type is selected as facet, it will show an Exclude option to remove certain facet values. Click Exclude. Enter the Facet values (separated by commas) that you want to exclude, and click Save. Note: Don't put a space between a facet value and a comma. Please refer to this article for more details.
S

Multiple Knowledge Article template
Search Clients • • Saurabh Jain

1

0
Votes

1
Posts

19
Views

S

Question How can I configure multiple knowledge article templates with different headers and fields so that a support agent is able to create an article by selecting an article template in SU KCS Helper? Environment Production Reported product version C'20 Resolved in version C'20 Module Search Client Answer Multiple KCS Article templates can be configured by following the steps below: Log into Salesforce org and in "Setup", navigate to "knowledge article type" section. Page will display existing knowledge article types If you want to create a new article type, then click on "New article type" and add multiple fields before saving it. Once multiple article types have been created in your Salesforce org, map Article fields with Salesforce case form fields. This will help support agents to auto populate fields while creating new KCS articles using SU KCS Helper. To map Article and Salesforce Case form fields, navigate to "KCS Support" option under a "Search Client" and click on "Add New Mapping". Enter Article Object API Name which is generally in the format <Salesforce Article Object Name>__kav. In the new dialog box, Map the article fields with the case form fields and select the label and section. Log into Salesforce service console, navigate to "KCS Helper" and click on the "Create new Article". You will be presented with multiple article types from which you can create an article.
S

Promote search specific advertisements
Search Clients • • Saurabh Jain

1

0
Votes

1
Posts

34
Views

S

Question How to promote supplementary ads for specific keywords/phrases on a Search client page? Environment Production Reported product version Mamba'20 Resolved in version Mamba'20 Module Search Client Answer Search Unify "Advertisements" promote certain posts, Ads on a set of specific keywords. These Advertisements are visible on the search client page. To configure Advertisements follow these steps: Login to the SearchUnify Admin Panel Navigate to Search Clients and choose a search client to edit . Click on the Advertisement tab. In Add/Edit search query based advertisements, enter the keyword string for which you want to run ads and click Add. Click on the query added under the Search Phrases and add the html code under "Edit Advertisement HTML". Click Update Advertisement HTML to save." Please follow this link for more details about running Advertisements on your Search Client page
M

Irrelevant Search Results for similarly spelled search queries.
Search Clients • • madhuri.tripathi

1

0
Votes

1
Posts

72
Views

M

Problem Statement Search results include similarly spelled words to the search queries, that are not relevant. Description Search Results are showing results that are different in meaning but similarly spelled. As an example, when the search query is 'Community', results including words "communication" and "communicating" are also shown. Environment Reported product version Mamba '20 Resolved in version Mamba'20 Category Search Client Resolution This happens sometimes because of Over Stemming at the time of search results retrieval. Stemming is a technique where words are reduced to their roots, for example - fishing, fisher, fished will be stemmed to the root word - fish, and will get the same results. In these scenarios, exceptions are added to the stemmer algorithms, we are in the process of allowing that via admin tool. Thus, admin will have control over such configurations. This is added to our Roadmap and it will be fixed very soon.
M

Not able to map Salesforce articles objects to KCS Helper Addon
Search Clients • • madhuri.tripathi

1

0
Votes

1
Posts

43
Views

M

Problem Statement Some of the fields are not visible for mapping while trying to set up a KCS Support Console with the added Salesforce article objects. Environment Reported product version Colubridae'19 Resolved product version Colubridae'19 Solution For mapping KCS fields in the SearchUnify admin panel, SearchUnify admin user must be a Salesforce user and should have read and write permissions to Salesforce knowledge object. To provide Knowledge article object access to Salesforce user, please follow the below steps: 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. Once you become a Knowledge user, return to the SearchUnify admin and refresh. You shall now be able to see the fields that can be mapped for KCS articles. Please note that only knowledge article fields can be mapped.
S

Add hyperlinks for each search result in a SU Search Client
Search Clients • • Saurabh Jain

1

0
Votes

1
Posts

10
Views

S

Question How can I configure a Search Client to enable and disable hyperlinks URL for each search result? Environment Production Reported product version C'20 Resolved in version C'20 Module Search Client Answer Hyperlinks are redirect URLs that are embedded with each Search Results. This is configurable field and can be enabled/disabled within SU admin panel In order to add/remove the hyperlinks on search results for a given content source please follow the below steps 1 Go to search client tab and edit search client. 2 In search client go to "content source" tab and edit the content source in which you want to add hyperlink. 3 Check/Uncheck the "Search URL" within metadata to enable or disable hyperlinks for search results.
Configure Search results Summary, Metadata fields
Search Clients • • sugrokker

1

0
Votes

1
Posts

95
Views

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.
Effect of Altering the Word Order in a Search Query
Search Clients • search results word order • • sugrokker

1

0
Votes

1
Posts

34
Views

Question Why Does Altering the Word Order in a Query Changes Search Result? Environment Reported Product version Colubridae 19 Module Search Clients Created Date 18 Oct 2019 Answer It happens because word order influences the meaning of a query. search clients and clients search are different. The first is related to SearchUnify and the second talks about a bunch of customers looking for something. This kind of Search behavior is mostly expected when a query with multiple keywords is performed.

Not able to search draft KB Articles

Problem Solution

Cause

Solution

Suggested Topics

Display Search Client specific search results and facets Search Clients • • Saurabh Jain

Multiple Knowledge Article template Search Clients • • Saurabh Jain

Promote search specific advertisements Search Clients • • Saurabh Jain

Irrelevant Search Results for similarly spelled search queries. Search Clients • • madhuri.tripathi

Not able to map Salesforce articles objects to KCS Helper Addon Search Clients • • madhuri.tripathi

Add hyperlinks for each search result in a SU Search Client Search Clients • • Saurabh Jain

Configure Search results Summary, Metadata fields Search Clients • • sugrokker

Effect of Altering the Word Order in a Search Query Search Clients • search results word order • • sugrokker

Display Search Client specific search results and facets
Search Clients • • Saurabh Jain

Multiple Knowledge Article template
Search Clients • • Saurabh Jain

Promote search specific advertisements
Search Clients • • Saurabh Jain

Irrelevant Search Results for similarly spelled search queries.
Search Clients • • madhuri.tripathi

Not able to map Salesforce articles objects to KCS Helper Addon
Search Clients • • madhuri.tripathi

Add hyperlinks for each search result in a SU Search Client
Search Clients • • Saurabh Jain

Configure Search results Summary, Metadata fields
Search Clients • • sugrokker

Effect of Altering the Word Order in a Search Query
Search Clients • search results word order • • sugrokker