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Not able to map Salesforce articles objects to KCS Helper Addon

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madhuri.tripathi last edited by Saurabh Jain
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:
1. Log into your Salesforce org.
2. Find Knowledge Settings from Quick Find Box and click Edit.
3. 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.
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Reported product version	Colubridae'19
Resolved product version	Colubridae'19

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Suggested Topics

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Enable "Attach to Cases" and Boost Salesforce Cases
Search Clients • • madhuri.tripathi

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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.
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Multiple Knowledge Article template
Search Clients • • Saurabh Jain

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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.
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Unable to find articles in Search Results
Search Clients • • madhuri.tripathi

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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
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Not able to index all documents of a Content Source
Search Clients • • Saurabh Jain

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Problem Statement Why are some of the documents not indexed by SU crawlers? Environment Production Reported product version C'20 Resolved in version C'20 Module Search Client Causes Too large document size for crawlers to crawl. Solutions Truncate the document size and set it for a recrawl. In case recrawl is failing even after truncating the document size, reach out to support@searchunify.com to verify if the crawlers are working fine.
Not able to search draft KB Articles
Search Clients • • sugrokker

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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
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Spanish article is returned when searching in English Service website
Search Clients • • Saurabh Jain

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Problem Statement User is getting a spanish article as a search result when searching in English on a website whose default language is English Environment Production Reported product version C'20 Resolved in version C'20 Module Search Clients Causes: Article is published and crawled in English language Solutions As the article is published and crawled by SearchUnify crawlers in English language, it will be shown as a search result for English search query on the English Service website. Article Owner will have to change the language to Spanish so that it will be crawled as a Spanish content.
How do I edit the design of the Page Rating component on Salesforce Communities?
Search Clients • website page rating • • sugrokker

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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
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Issues with Icons appearing in Search Results
Search Clients • • Saurabh Jain

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Question Why do icons appear on Search Results even though there are no icons selected for a content source in the admin panel? Why Metadata results show no icons even though there are icons selected for a content source in the Admin panel? Can we refer to the asset library in Search Client's designer tab for the CSS? Environment Production Reported product version C'20 Resolved in version C'20 Module Search Client Answer By default, Search Results display the thumbnails fetched by the SearchUnify crawlers while crawling the webpage. So when community pages are crawled, crawlers automatically pick up the images available on the page and display them as a thumbnail on the search results. In order to hide such thumbnails, you can add an entry ".su__m-thumbnail-img .su-thumb { display: none; }" in the CSS stylesheet under Admin Panel -> Search Client -> Designer tab. Icons are not shown for the search results metadata. Furthermore, you can hide the metadata information of the search results from the Admin panel by following the below document. https://docs.searchunify.com/Content/End-User-Personalization/Personalize-How-Results-Are-Displayed.htm? Yes, we can refer to icons stored in the asset library in Search Client's designer tab for CSS. For Example: If we have to change the background URL of a tile view, we can update CSS as shown below to point to an icon stored in the asset library. bg-grid_view_active{display:inline-block;width:21px;height:21px;background:url(../../../resources/Asset-Library/${ImageName}) -221px -628px}

Not able to map Salesforce articles objects to KCS Helper Addon

Problem Statement

Environment

Solution

Suggested Topics

Enable "Attach to Cases" and Boost Salesforce Cases Search Clients • • madhuri.tripathi

Multiple Knowledge Article template Search Clients • • Saurabh Jain

Unable to find articles in Search Results Search Clients • • madhuri.tripathi

Not able to index all documents of a Content Source Search Clients • • Saurabh Jain

Not able to search draft KB Articles Search Clients • • sugrokker

Spanish article is returned when searching in English Service website Search Clients • • Saurabh Jain

How do I edit the design of the Page Rating component on Salesforce Communities? Search Clients • website page rating • • sugrokker

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Enable "Attach to Cases" and Boost Salesforce Cases
Search Clients • • madhuri.tripathi

Multiple Knowledge Article template
Search Clients • • Saurabh Jain

Unable to find articles in Search Results
Search Clients • • madhuri.tripathi

Not able to index all documents of a Content Source
Search Clients • • Saurabh Jain

Not able to search draft KB Articles
Search Clients • • sugrokker

Spanish article is returned when searching in English Service website
Search Clients • • Saurabh Jain

How do I edit the design of the Page Rating component on Salesforce Communities?
Search Clients • website page rating • • sugrokker

Issues with Icons appearing in Search Results
Search Clients • • Saurabh Jain