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 map Salesforce articles objects to KCS Helper Addon

M

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.
Reply Quote 0
1 Reply Last reply

Reported product version	Colubridae'19
Resolved product version	Colubridae'19

1
Posts

45
Views

Suggested Topics

M

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

1

0
Votes

1
Posts

85
Views

M

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 reasons is possible 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 where an article is created. Permission issues- User might not have the permission to access the article. Crawling issue- Article is not yet crawled and it's not available in the index. It happens when an article is newly published and crawling hasn't happened after this addition. It will not be available in the search index. Stopwords- Keywords used to search the particular article/s are included in stopwords section in SearchUnify Admin. Advanced Search is performed- # used before the search query. Example "And" operator. Search ends up with no results due to these operators. Exclude List- Articles are added in "exclude" list for the Search clients. Facet Selection- For the selected facets, article/s isn't available.
S

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

1

1
Votes

1
Posts

14
Views

S

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

1

0
Votes

1
Posts

92
Views

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
S

Multiple Knowledge Article template
Search Clients • • Saurabh Jain

1

0
Votes

1
Posts

21
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.
How do I edit the design of the Page Rating component on Salesforce Communities?
Search Clients • website page rating • • sugrokker

1

0
Votes

1
Posts

68
Views

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
M

How to hide specific results from the crawled content without deleting?
Search Clients • • madhuri.tripathi

1

0
Votes

1
Posts

91
Views

M

Environment Production Reported product version Mamba'20 Resolved in version Mamba'20 Module Search Client Answer To hide specific document (in this case a Knowledge Article) from the crawled content sources, follow the steps below: Login to SearchUnify Admin panel. Navigate to search client and click Edit. Navigate to Content source tab > Select the content source and click on Create formula. Drag the ID field and enter the ID of an Article which you want to exclude from the search result in the Value Field. Enable parity and click Save.
S

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

1

0
Votes

1
Posts

12
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.
S

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

1

0
Votes

1
Posts

51
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.

Not able to map Salesforce articles objects to KCS Helper Addon

Problem Statement

Environment

Solution

Suggested Topics

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

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

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

Multiple Knowledge Article template Search Clients • • Saurabh Jain

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

How to hide specific results from the crawled content without deleting? Search Clients • • madhuri.tripathi

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

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

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

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

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

Multiple Knowledge Article template
Search Clients • • Saurabh Jain

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

How to hide specific results from the crawled content without deleting?
Search Clients • • madhuri.tripathi

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

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