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Install and enable KCS Feature in Service Console

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Saurabh Jain last edited by Arshi
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

Implementation of KCS on Service Console is a 2 step process:
1. Instal KCS Support Console add on.
2. Activate KCS Support Console.
Please refer to the link below for 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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Replies

84
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Suggested Topics

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Analytics Subscription
Created • Last Reply Last reply • Saurabh Jain

Others

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Question: What is included in an Analytics subscription? Environment Production Reported product version Mamba'21 Resolved in version Mamba'21 Module Others Answer You can subscribe to Daily, Monthly, or Weekly Analytics report by following the steps mentioned in https://docs.searchunify.com/Content/Alerts/Analytics-Subscription.htm Below reports are segregated by each Search Client and included in the Analytics Subscription Top search queries - Click here for more info. Top search queries without result - Click here for more info. Top Conversions - Click here for more info Results with the least number of clicks Discussion ready to become help articles - Click here for more info.
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Unable to access community/case portal after registration
Created • Last Reply Last reply • Saurabh Jain

Others

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Problem Statement: The user is not able to login SU community with new credentials created after registration. Environment Production Reported product version M'21 Resolved in version M'21 Module Others Solution: SU community account creation is a multi-step process. It involves Registration of user details with email id on SU community. Manual Approval of user registration by SU Community Manager. This step is generally completed within 24 hrs. Acknowledging the email received for new registration. After a user logs a case through SU community, the Support team sends a confirmation email to create a user account in the support database and tag it to their account. After email confirmation, the user will be able to create and update their own cases and also view Team cases
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Issues with SearchUnify Product Release
Created • Last Reply Last reply • Saurabh Jain

Others

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Question: After a new SearchUnify product release, users are experiencing issues with SearchUnify. Links appear to be broken, Images are not rendering, Content Sources are missing and Search Bar is missing. Environment Production Reported product version Mamba'21 Resolved in version Mamba'21 Module Others Answer Users are advised to clear the browser cache and cookies after every product release to get rid of the old CSS and js saved on there local machine (cached). If issue persist, please access the web application in a different browser to rule out any browser issue. User can also do a hard refresh to see if content is rendering properly after the product release. Process of hard refresh is different for different browsers and OS: Chrome and Windows a) Hold down Ctrl and click the Reload button. b) Or Hold down Ctrl and press F5. Chrome and Mac a) Hold down Shift and click the Reload button. b) Or Hold down Command, Shift and click the ‘R’ key. For other browers and OS, you can refer to https://fabricdigital.co.nz/blog/how-to-hard-refresh-your-browser-and-clear-cache
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SearchUnify Admin portal login issues
Created • Last Reply Last reply • Saurabh Jain

Others

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Problem Statement -Unable to login into the SearchUnify Admin portal. -Not getting OTP while trying to reset the user password. Environment Production Reported product version C'20 Resolved in version C'20 Module Searchunify Admin Panel Causes Unable to login into SearchUnify Admin portal Multiple failed attempts Login attempts using the wrong username Using different username/email from the one that is entered on the "Forgot your password" page Cached login credentials Not getting OTP when trying to reset password The password emails are landing in the spam folder. If a user resets the password once through OTP, he/she can request the password reset OTP again only after 1 hour. System is under maintenance or being upgraded to the latest security patch. Solution Unable to login into SearchUnify Admin portal More than 3 failed login attempts will lock the SU Admin Panel for 1 hour. During this time user will not be able to login using an old or new password. Please contact support@searchunify.com for any urgent requests in this scenario. SU Admin Panel uses your Email as a username to log in. Make sure to use the correct username. Your account Username/Email should match the Email that you enter on the "Forgot your Password" page. Make sure messages from noreply@searchunify.com are not considered spam by your email services provider. Please make sure to clear the cache before trying to login using the new credentials. Not getting OTP when trying to reset password Please make sure OTPs are not received in your spam folder. If you have already tried once to reset your password, please wait for at least 1 hour for OTP to arrive in your mailbox. Please check with your CSM on the maintenance and upgrade schedule.
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Issues with Daily Analytics Subscription Emails
Created • Last Reply Last reply • Saurabh Jain

Others

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Question: A user is not getting Daily Analytics Emails even after subscribing to them in the SU admin panel. Environment Production Reported product version Mamba'20 Resolved in version Mamba'20 Module Others Answer Please make sure you have subscribed to Analytics email by following the below steps: https://docs.searchunify.com/Content/Alerts/Analytics-Subscription.htm If you have subscribed to the Analytics emails and are still not getting them, please check your spam folder to make sure you are not missing out on them.
What type of Articles are suggested in Agent Helper?
Created • Last Reply Last reply • sugrokker

Others

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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
Supported Browsers and Devices
Created • Last Reply Last reply • sugrokker

Others browsers devices supported compatible

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The SearchUnify instance allows admins to manage content sources, search clients, and entire search experience without installing any plugins* or software. The instance and the search clients can be accessed from any device with a browser and internet connectivity. However, for optimal experience admins and search users are recommended the following browsers and devices. Browsers Browser OS Instance Search Client Chrome Windows Latest release Latest release Firefox Windows Latest release Latest release Safari macOS, iOS Latest release Latest release Edge Windows Latest release Latest release Internet Explorer Windows IE 11 IE 11 Opera Android Latest release Latest release UC Browser Android Latest release Latest release Devices Device Instance Search Client Desktop 1366 x 768 or higher 550 x 500 or higher** Laptops and Notebooks 1366 x 768 or higher 550 x 500 or higher** Android Smartphones Most mainstream devices supported Most mainstream devices supported iPhones iPhone 7 and above supported iPhone 7 and above supported NOTE * An addon is available on Google Chrome. End users can install it to transform address bar in to a SearchUnify-powered search box. ** The size of the search client in Salesforce Console.
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Special characters in admin panel password
Created • Last Reply Last reply • Saurabh Jain

Others

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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 ` ~ ( ) - _ + = { } [ ] \ | : ; " ' < > , . ? /

Install and enable KCS Feature in Service Console

Problem Statement

Solution

Suggested Topics

Analytics Subscription
Created • Last Reply Last reply • Saurabh Jain

Others

Unable to access community/case portal after registration
Created • Last Reply Last reply • Saurabh Jain

Others

Issues with SearchUnify Product Release
Created • Last Reply Last reply • Saurabh Jain

Others

SearchUnify Admin portal login issues
Created • Last Reply Last reply • Saurabh Jain

Others

Issues with Daily Analytics Subscription Emails
Created • Last Reply Last reply • Saurabh Jain

Others

What type of Articles are suggested in Agent Helper?
Created • Last Reply Last reply • sugrokker

Others

Supported Browsers and Devices
Created • Last Reply Last reply • sugrokker

Others browsers devices supported compatible

Special characters in admin panel password
Created • Last Reply Last reply • Saurabh Jain

Others

Install and enable KCS Feature in Service Console

Problem Statement

Solution

Suggested Topics

Analytics Subscription Created • Last Reply Last reply • Saurabh Jain Others

Unable to access community/case portal after registration Created • Last Reply Last reply • Saurabh Jain Others

Issues with SearchUnify Product Release Created • Last Reply Last reply • Saurabh Jain Others

SearchUnify Admin portal login issues Created • Last Reply Last reply • Saurabh Jain Others

Issues with Daily Analytics Subscription Emails Created • Last Reply Last reply • Saurabh Jain Others

What type of Articles are suggested in Agent Helper? Created • Last Reply Last reply • sugrokker Others

Supported Browsers and Devices Created • Last Reply Last reply • sugrokker Others browsers devices supported compatible

Special characters in admin panel password Created • Last Reply Last reply • Saurabh Jain Others

Analytics Subscription
Created • Last Reply Last reply • Saurabh Jain

Others

Unable to access community/case portal after registration
Created • Last Reply Last reply • Saurabh Jain

Others

Issues with SearchUnify Product Release
Created • Last Reply Last reply • Saurabh Jain

Others

SearchUnify Admin portal login issues
Created • Last Reply Last reply • Saurabh Jain

Others

Issues with Daily Analytics Subscription Emails
Created • Last Reply Last reply • Saurabh Jain

Others

What type of Articles are suggested in Agent Helper?
Created • Last Reply Last reply • sugrokker

Others

Supported Browsers and Devices
Created • Last Reply Last reply • sugrokker

Others browsers devices supported compatible

Special characters in admin panel password
Created • Last Reply Last reply • Saurabh Jain

Others