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Install and enable KCS Feature in Service Console

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Saurabh Jain last edited by Saurabh Jain
Problem Statement

How to install and activate the KCS Feature add on in Salesforce service console.

Environment Production

Reported product version Mamba'20

Resolved in version Mamba'20

Module KCS Helper

Solution

Implementating KCS on Service Console is a 2 step process:
1. Installing KCS Support Console add on.
2. Activating KCS Support Console
Please refer to the link below for step by step instructions:

https://docs.searchunify.com/Content/Addons/KCS-Support-Console.htm
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Environment	Production
Reported product version	Mamba'20
Resolved in version	Mamba'20
Module	KCS Helper

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Posts

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Suggested Topics

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SearchUnify Admin portal login issues
Others • • Saurabh Jain

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Problem Statement Unable to login SearchUnify Admin portal after resetting the password. Environment Production Reported product version C'20 Resolved in version C'20 Module Searchunify Admin Panel Causes Multiple Failed Attempts Login Attempts using wrong username Using different username/email from the one entered in "Forgot your password" page Cached login credentials Solution More than 3 failed login attempts will lock SU admin panel for 1 hour. During this time user will not be able to login using old or new password. Please contact support@searchunify.com for any urgent requests. SU Admin panel uses your email id as username to login. Make sure to use correct username for logging. Your account Username/Email should match the email id you enter in ""Forgot your Password"" page. Make sure messages from noreply@searchunify.com are not spammed in your mailbox. After resetting the old password, please make sure to clear the cache before trying to login using the new credentials."
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Special characters in admin panel password
Others • • Saurabh Jain

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Question What characters are supported for the user password field in the SU Admin panel? Environment Production Reported product version C'20 Resolved in version C'20 Module Others Answer Below is the list of supported special characters that can be used independently or with other alphanumeric characters. ! @ # $ % ^ & * Below set of special characters are not supported when used alone but can be used if accompanied with the above list of special characters ` ~ ( ) - _ + = { } [ ] \ | : ; " ' < > , . ? /
What type of Articles are suggested in Agent Helper?
Others • • sugrokker

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Question Does Agent Helper return articles created using SearchUnify KCS functionality only? Environment Production Reported product version Mamba'20 Resolved in version Mamba'20 Module Agent Helper Answer Agent helper would return all the articles from Salesforce Knowledge whether it is created using the KCS Helper addon or created directly in the Salesforce. Please follow the link for more information on Agent Helper
Unable to attach knowledge article to a Salesforce case
Others • • sugrokker

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Problem Statement Unable to attach a non-salesforce document to a Salesforce case Environment Reported product version Mamba'20 Resolved in version Mamba'20 Module Salesforce Console Search Client Resolution All content types cannot be linked to a case. Only Salesforce Knowledge articles can be attached to a case. Steps to attach an article to a case are provided here. Please follw the link Share Results

Install and enable KCS Feature in Service Console

Problem Statement

Solution

Suggested Topics

SearchUnify Admin portal login issues Others • • Saurabh Jain

Special characters in admin panel password Others • • Saurabh Jain

What type of Articles are suggested in Agent Helper? Others • • sugrokker

Unable to attach knowledge article to a Salesforce case Others • • sugrokker

SearchUnify Admin portal login issues
Others • • Saurabh Jain

Special characters in admin panel password
Others • • Saurabh Jain

What type of Articles are suggested in Agent Helper?
Others • • sugrokker

Unable to attach knowledge article to a Salesforce case
Others • • sugrokker