Enable "Attach to Cases" and Boost Salesforce Cases



  • Problem Statement

    1. How to enable "Attach to Case" functionality in support console?
    2. How to boost Salesforce Cases for attached articles?
    Environment Production
    Reported product version Mamba'20
    Resolved in version Mamba'20
    Module Salesforce Console

    Solution:

    1. 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.

    AttachArrticle tocase.png

    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?

    1. 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.

    screenshot-1.png


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