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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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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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Not able to index all documents of a Content Source
Search Clients • Created • Last Reply Last reply • 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.
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Spanish article is returned when searching in English Service website
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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.
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Enable "Attach to Cases" and Boost Salesforce Cases
Search Clients • Created • Last Reply Last reply • 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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Unable to find articles in Search Results
Search Clients • Created • Last Reply Last reply • 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. Disallowed Pages - If an article exists in the list of disallowed pages, crawlers will not index those pages. Please check the list of pages that are disallowed for indexing. Generally, customers maintain robot.txt file to maintain list of disallowed pages. 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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Multiple Knowledge Article Templates
Search Clients • salesforce kcs helper • Created • Last Reply Last reply • Saurabh Jain

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Question How to 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 Before a support agent can select a template, a Salesforce admin has to create more than one article types in Salesforce Classic or record types in Salesforce Lightning. Also, a SearchUnify instance manager has to map more than one article types (Salesforce Classic) with a case in his instance. If the instance manager is on Salesforce Lightning, then she has to map more than one record types with a case. Only after the mapping, a rep using KCS Support Console can find and use templates. This article touches on all the three steps. Although all the example are for a Salesforce Classic org, someone on Lightning can can swap article types with record types and Salesforce Classic with Salesforce Lightning and the instructions will still hold. Create Article Types in Salesforce Classic Multiple KCS Article templates can be configured in a Salesforce org. Log into your Salesforce org and from "Setup", navigate to the "knowledge article type" section. You will all existing knowledge article types. Ensure that there are at least two article (or record) types. If there is only one article or record type, then create a new article type, then click on "New article type" and add multiple fields before saving it. Map Article Types with Cases in SearchUnify Once multiple article types have been created, you can start mapping Article fields with Salesforce case form fields in your SearchUnify instance. It's because of mapping that some fields are auto-populated, thereby making reps' job a little easier. To start mapping go to Search Clients > Edit > KCS Support and enable Enable KCS. Pick a Salesforce Experience from Classic or Lightning. Click Add New Mapping. Enter the name of your Knowledge object in Article Object API Name. It is usually knowledge__kav. If the API Name is correct, all the object fields will be displayed. Drag any article field to the highlighted space. Title and URLName mapping are mandatory but mapping of other fields depends on your business needs. A window will pop up. Drag a case field to the highlighted space. In the next diagram, the case field caseObject.Subject will autopopulate the article field Title. It means that the value in caseObject.Subject will be copied to Title. NOTE. You can use Enter Label to rename the mapped field to "Heading" or another term used inside your organization and pick a template from the Select Section dropdown. Details on using KCS Support Console are to be found on Install KCS Support Console in Salesforce Console . Use Newly-Created Templates Log into Salesforce service console, navigate to KCS Helper and click on Create new Article. You will be presented with multiple article types from which you can create an article.
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No results are returned in SearchUnify
Search Clients • Created • Last Reply Last reply • Saurabh Jain

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25
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Questions: What are some of the reasons for SearchUnify returning no results? Environment Production Reported product version C'20 Resolved in version C'20 Module Search Client Answers: Connection with the content source got failed. Reauthenticating the content source and recrawling the content source should solve the problem. User was deactivated in the given content source such as Salesforce, Lithium, Zendesk, etc. User needs to be reactivated to fetch search results from the given content source. All the results are filtered due to the Formula defined in the SU admin panel. Correct or remove the formula to get the search results. Performance issue that caused analytics data size to exceed the heap size. Please contact the SearchUnify support team to take further action. Incorrect Client URL. The Client URL needs to be corrected before trying to make a connection.

Not able to map Salesforce articles objects to KCS Helper Addon

Problem Statement

Environment

Solution

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Not able to map Salesforce articles objects to KCS Helper Addon

Problem Statement

Environment

Solution

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