Support Rep's Guide to Productivity with SF Console

  • The search client for Salesforce Console is designed from the bottom up for support reps whose jobs consist of finding information and sharing it on a regular basis. It comes with federated search, quick sharing features, and a powerful KCS Helper app.

    This article summarizes how the SearchUnify search client in Salesforce assists agents in two stages of problem-solving: Finding solutions to a query and sharing the solution.

    1. Retrieve Information
      A. Default Behavior
      B. Federated Search and Full-Screen View
      C. Advanced Search Operation
    2. Share and Store Information
      A. Copy Result URL to Clipboard
      B. Send Link as Email
      C. Attach an Article to a Case
      D. Send Link as Case Comment in Salesforce Classic
    3. Extend Functionality with Apps
      A. Create a KCS Article Draft
      B. Find Related Cases with Agent Helper

    1. Retrieve Information

    Upon installation, SearchUnify is added to the utility bar. To start using it, simply click it.

    (a) Default Behavior

    When the search client is launched, it presents results related to the case opened or active in the Primary Tab.

    Information is literally available without the rep having to lift a finger. And when it comes the time to work on a new case, the agent can simply switch Primary Tabs and the results page will refresh itself.

    Navigation between subtabs doesn't refresh results.

    (b) Federated Search and Full Screen View

    In situations when there is a need to refine the results, a rep can invoke the power of federated search which lets you:

    1. Limit search to a content source
    2. Apply any combination of the available facets
    3. Change the order of search results from "Relevance" to "Date"
    4. Switch search result language
    5. Check one or more options in the Advanced Search window

    If the default window seems cramped, you have an option to go full-screen.

    (c) Advanced Search Operators

    For support reps who prefer keyboard shortcuts over maneuvering a mouse or touch pad, search operators offer an alternative to the Advanced Search box. Available options include:

    Operator Description
    && or AND # content AND source AND dynamics (Find documents that have all three keywords in them: "content", "source", and "dynamics".)
    || or OR # searchunify OR su (Find documents that have either "searchunify" or "su" in them.)
    - or NOT # jira NOT "jira on premises" (Find documents that have the keyword "jira" but not the keyword "jira on-premises".)

    More information is on Use Advanced Operators

    2. Share and Store Information

    Finding information is half the battle. Equally important is to share it and/or document it. SearchUnify client in Salesforce Console lets you do both.

    (a) Copy Result URL to Clipboard

    The copy-button on the right of search results copies an article's URL onto the clipboard. You can then paste it anywhere: in emails, in case comments, or in a chat both.

    (b) Share Link as Email (Only for Salesforce Classic)

    Copying and pasting an article URL in an email is such a common task that a special button has been created for it. Click the clip-button on the right of any search result and then click Send Link as Email to share the result to the case creator as an email.

    (c) Attach Article to Case

    If you think that an article might be used several times before a case is closed, you can put any result into Attachments using the Attach Article to Case option.

    (d) Send Link as Case Comment (Only for Salesforce Classic)

    For the teams using Salesforce Classic, a third sharing option to post any result as a case comment exists. All they have to do is click Send Link as Case Comment and voilà, the article will be posted on the case page.


    Two applications assist support reps generate knowledge

    (a) Create a KCS Article Draft

    KCS is a relatively new method of knowledge generation wherein support reps document resolutions as help articles. Those articles can then be reviewed and added to a knowledge base.

    Support reps can use KCS Helper to generate articles quickly. Simply click on KCS Helper and choose a template. The configured fields will be autofilled. A rep can then tweak the fields he or she desires and save the article as a draft.

    If you are not already using it, ask your SearchUnify admin to Install KCS Support Console in Salesforce Console.

    (b) Find Related Cases with Agent Helper

    Agent Helper is an app. It enables support reps to solve cases quickly by presented four key pieces of information right on a case page: related cases, the agents who worked on those agents, help articles used to solve the cases, and user journey.

    You can launch Agent Helper by clicking the accordion next to the SearchUnify button. The button is at the bottom of the search client.

    Still not using Agent Helper, Install Agent Helper in Salesforce Console

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