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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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Issues with Daily Analytics Subscription Emails
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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.
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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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Share Article link as a public comment on a Salesforce Case
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Question How can a user share an article link as a public comment on Salesforce Case? Environment Production Reported product version C'20 Resolved in version C'20 Module Other Answer: Please follow below steps to add article link as a public comment on Salesforce Case Open a case and navigate to SearchUnify console Pick an article that you want to add to case comments and select the option "Send Link as Case Comments" from the arrow button placed next to the article. In the following Salesforce screen, check the option "Public" to post the Article link as a public comment.
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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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Special characters in admin panel password
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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 ` ~ ( ) - _ + = { } [ ] \ | : ; " ' < > , . ? /
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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
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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

Install and enable KCS Feature in Service Console

Problem Statement

Solution

Suggested Topics

Issues with Daily Analytics Subscription Emails Others • • Saurabh Jain

Supported Browsers and Devices Others • browsers devices supported compatible • • sugrokker

Share Article link as a public comment on a Salesforce Case Others • • Saurabh Jain

SearchUnify Admin portal login issues Others • • Saurabh Jain

Special characters in admin panel password Others • • Saurabh Jain

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

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

Issues with Daily Analytics Subscription Emails
Others • • Saurabh Jain

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Others • browsers devices supported compatible • • sugrokker

Share Article link as a public comment on a Salesforce Case
Others • • Saurabh Jain

SearchUnify Admin portal login issues
Others • • Saurabh Jain

Special characters in admin panel password
Others • • Saurabh Jain

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

What type of Articles are suggested in Agent Helper?
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