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Spanish article is returned when searching in English Service website

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Saurabh Jain last edited by Arshi

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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Environment	Production
Reported product version	C'20
Resolved in version	C'20
Module	Search Clients

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Replies

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How many languages does SearchUnify support?
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Search Clients searchclients languages localization

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Reported product version Mamba '20 Resolved in version Mamba'20 Module Search Client Solution: SearchUnify is fully capable of crawling content in 34 languages and instance users have a choice to select any of the 32 supported languages for a search client's interface. Content Sources SearchUnify can crawl and index content published in 34 languages: Arabic-ar Armenian-hy Basque-eu Brazilian-pt-br Bulgarian-bg Catalan-ca Chinese-zh Czech-cs Danish-da Dutch-nl English-en Finnish-fi French-fr Galician-gl German-de Greek-el Hindi-hi Hungarian-hu Indonesian-id Irish-ga Italian-it Japanese-ja Korean-ko Kurdish-ku Norwegian-nn Persian-fa Polish-pl Portuguese-pt Romanian-ro Russian-ru Spanish-es Swedish-sv Turkish-tr Thai-th During the set-up of a content source, admins can use the Language dropdown to choose the content language(s) on the Authentication screen. More information: Set up a content source Search Clients Five languages—Arabic, German, French, and Mandarin Chinese—are supported natively. It means that all you have to do is pick a search client interface language. Support for the remaining 27 is available through translation.csv. It's a CSV file in which you hand enter the translations. The instructions on how to use translation.csv are available Change Search Client Interface Language. The complete list of interface languages is: Armenian Arabic Basque Brazilian Portuguese Bulgarian Catalan Czech Danish Dutch Finnish French Gaelic German Greek Hindi Indonesian Irish Gaelic Italian Japanese Korean Kurdish Mandarin Chinese Norwegian Persian Polish Portuguese Romanian Russian Spanish Swedish Thai Turkish More information: Change Search Client Interface Language.
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Unable to view Customer self service journey analytics for few profiles
Created • Last Reply Last reply • Saurabh Jain

Search Analytics analytics searches search results

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1
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114
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Problem Statement Customer self service journey analytics is unable to capture customer queries and clicked search results for few community user profiles? Environment Production Reported product version C'20 Resolved in version C'20 Module Search Analytics Solution To record customer queries and clicks, Community profiles must have read and write permissions to the field - "SearchUnify session ID" under the case object.
Not able to search draft KB Articles
Created • Last Reply Last reply • sugrokker

Search Clients search clients searchclients searches salesforce

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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
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Irrelevant Search Results for similarly spelled search queries.
Created • Last Reply Last reply • madhuri.tripathi

Search Clients search clients searchclients searches search results search query

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Problem Statement Search results include similarly spelled words to the search queries, that are not relevant. Description Search Results are showing results that are different in meaning but similarly spelled. As an example, when the search query is 'Community', results including words "communication" and "communicating" are also shown. Environment Reported product version Mamba '20 Resolved in version Mamba'20 Category Search Client Resolution This happens sometimes because of Over Stemming at the time of search results retrieval. Stemming is a technique where words are reduced to their roots, for example - fishing, fisher, fished will be stemmed to the root word - fish, and will get the same results. In these scenarios, exceptions are added to the stemmer algorithms, we are in the process of allowing that via admin tool. Thus, admin will have control over such configurations. This is added to our Roadmap and it will be fixed very soon.
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Incorrect or missing language tag
Created • Last Reply Last reply • Saurabh Jain

Search Clients search clients searchclients tagging

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1
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Problem Statement: Why some of the documents are tagged as French in SearchUnify results when they are written and published in the English language? Users are not able to filter few articles based on language? When they select a language filter, corresponding articles are not shown in the search results? Why is the language filter for our doc site not coming? Environment Production Reported product version M'21 Resolved in version M'21 Module Search Client Causes: Content in the community is tagged to the French language. Articles are missing language metadata or not tagged to the correct language metadata. Language metadata information of the articles is not crawled Solution: Please check if the content present in your community is in the English language and not in the French language. SearchUnify crawlers use REST APIs to fetch content from different communities. Please click here to understand how to configure metadata for search results. If few articles are missing for a given language filter, please check whether articles are tagged and crawled with correct language metadata. For other causes of missing articles in the search result, please click here Make sure crawling is not stuck and all the content with correct language metadata is crawled. Also, make sure the language filter is not hidden in the SU admin panel.
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Multiple Knowledge Article Templates
Created • Last Reply Last reply • Saurabh Jain

Search Clients salesforce kcs helper

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93
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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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Analytics Data Export Size Limit
Created • Last Reply Last reply • madhuri.tripathi

Search Analytics analytics searches

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116
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Question Why Search Analytics data exports have grown larger after Mamba' 20 release, without much change in search traffic on the search clients? Environment Reported product version Mamba '20 Resolved in version Mamba'20 Module Analytics Answer Previously (before Mamba 20 release), each downloaded report in Search Analytics could contain up to 100 rows only, irrespective of the filter settings —Date Range, Select User, and Select Search Client. That limit has now been raised and the complete data set available in the Search Analytics can be exported now.

Spanish article is returned when searching in English Service website

Problem Statement

Causes:

Solutions

Suggested Topics

How many languages does SearchUnify support?
Created • Last Reply Last reply • madhuri.tripathi

Search Clients searchclients languages localization

Unable to view Customer self service journey analytics for few profiles
Created • Last Reply Last reply • Saurabh Jain

Search Analytics analytics searches search results

Not able to search draft KB Articles
Created • Last Reply Last reply • sugrokker

Search Clients search clients searchclients searches salesforce

Irrelevant Search Results for similarly spelled search queries.
Created • Last Reply Last reply • madhuri.tripathi

Search Clients search clients searchclients searches search results search query

Incorrect or missing language tag
Created • Last Reply Last reply • Saurabh Jain

Search Clients search clients searchclients tagging

Multiple Knowledge Article Templates
Created • Last Reply Last reply • Saurabh Jain

Search Clients salesforce kcs helper

Analytics Data Export Size Limit
Created • Last Reply Last reply • madhuri.tripathi

Search Analytics analytics searches

Spanish article is returned when searching in English Service website

Problem Statement

Causes:

Solutions

Suggested Topics

How many languages does SearchUnify support? Created • Last Reply Last reply • madhuri.tripathi Search Clients searchclients languages localization

Unable to view Customer self service journey analytics for few profiles Created • Last Reply Last reply • Saurabh Jain Search Analytics analytics searches search results

Not able to search draft KB Articles Created • Last Reply Last reply • sugrokker Search Clients search clients searchclients searches salesforce

Irrelevant Search Results for similarly spelled search queries. Created • Last Reply Last reply • madhuri.tripathi Search Clients search clients searchclients searches search results search query

Incorrect or missing language tag Created • Last Reply Last reply • Saurabh Jain Search Clients search clients searchclients tagging

Multiple Knowledge Article Templates Created • Last Reply Last reply • Saurabh Jain Search Clients salesforce kcs helper

Analytics Data Export Size Limit Created • Last Reply Last reply • madhuri.tripathi Search Analytics analytics searches

How many languages does SearchUnify support?
Created • Last Reply Last reply • madhuri.tripathi

Search Clients searchclients languages localization

Unable to view Customer self service journey analytics for few profiles
Created • Last Reply Last reply • Saurabh Jain

Search Analytics analytics searches search results

Not able to search draft KB Articles
Created • Last Reply Last reply • sugrokker

Search Clients search clients searchclients searches salesforce

Irrelevant Search Results for similarly spelled search queries.
Created • Last Reply Last reply • madhuri.tripathi

Search Clients search clients searchclients searches search results search query

Incorrect or missing language tag
Created • Last Reply Last reply • Saurabh Jain

Search Clients search clients searchclients tagging

Multiple Knowledge Article Templates
Created • Last Reply Last reply • Saurabh Jain

Search Clients salesforce kcs helper

Analytics Data Export Size Limit
Created • Last Reply Last reply • madhuri.tripathi

Search Analytics analytics searches