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Sadaf Zafar posted in #Experience Cloud
Jan 8, 6:39 AM

I have one existing experience cloud site on which kb artiles populate when user search, and they are listed under data categories. Also there is embedded serv deployment component a chat feature implemented using agentforce.

Now i want to make another experience cloud site havig functionality but i dont want the different articles to populate here. The data categories associated with first experience cloud should not appear in this one.

How can i restrict the exp cloud search?

For data categories, i think i can either use tooics, create them in workspace and associate the articles with topics in workspace-> content management. But i dont know how to configure the search?

#Experience Cloud #Knowledge Search #data categories #Knowledge Articles
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Disha Arora (Senior Consultant at N28 Technologies) asked in #Customer Service
Oct 8, 2018, 2:19 PM
Data Category mapping
Hi All,

 

If I understand the Functionality of Data category Mapping in Salesforce Correctly, It is used to give suggested Articles in Knowledge Sidebar.

 

I have enabled the Mapping with one picklist value Data Category mappingHere is the Category on Article.User-added imageCase where no suggested article coming :

 

User-added image Can any body please help, where I am going wrong ? Why It is not coming in Suggested articles.

 

Thanks,

 

Disha

 

 
4 answers
  1. Pradeep Jonnalagadda (Lattice Squad LLC)
    Oct 8, 2018, 7:16 PM
    Hi Disha,

     

    The knowledge sidebar suggests the suggested articles based on the subject in your case(not the data categories). The Data Categories help you filter the articles or find the articles easily. When you click the funnel icon in your knowledge sidebar, you can filter the articles based on the data category.  Say for example you have a data category hierarchy setup as follows. 

     

    Phones--> Cell Phones--> Apple Phones

     

    Phones--> Cell Phones-->Android Phones

     

    Phones--> Landline phones-->Cordless Phones

     

    You could click on the funnel(icon) in the knowledge sidebar and filter articles related to Cell Phones only.

     

    The purpose of the data category is nicely encapsulated here:

     

    https://help.salesforce.com/articleView?id=category_whatis.htm&type=5

     

    Let me know if this helps?

     

    Thanks,

     

    Pradeep

     

     
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Jackie Drysdale (Knowledge Enablement Specialist at Vocus) asked in Salesforce Knowledge User Group
Oct 31, 2023, 1:11 AM
Help please! Search Layout Issue

Hi everyone,

 

Recently our search result layout has changed for Knowledge Articles. Previously we had a table view that allowed for a longer list of search results; now all we have is a title, with a blurb, and then an accordion hiding all the info we had in the table columns (as seen in screenshot). 

 

My Salesforce Developer made some field changes and then changed it back, and since then we are having this issue.

 

Is this a default search layout now or should my Salesforce Developer be able to change this back to the cleaner table view?

 

#Knowledge Search

Help please! Search Layout Issue

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Riju Jain asked in Salesforce Knowledge User Group
Aug 22, 2023, 4:42 PM
Einstein Knowledge Search

We are looking for ways to improve Knowledge searches for our Service Reps. We enabled Einstein Global search which gave us filters for knowledge . There is another setting Enable Einstein Knowledge search , what value is it adding to our current search besides adding Filter Button on Knowledge Component. Is there any difference in Algorithms for searches?

#Knowledge Search #Knowledge Article

1 answer
  1. Tom Bassett (Vera Solutions) Forum Ambassador
    Aug 22, 2023, 7:20 PM

    This feature changes how articles are ranked; https://help.salesforce.com/s/articleView?id=sf.search_esk_models.htm&type=5

     

    Allows you to search by language and apply 'sticky' filters

     

    https://help.salesforce.com/s/articleView?id=sf.search_esk_multi_support.htm&type=5

     

    https://help.salesforce.com/s/articleView?id=sf.search_esk_knowledge_filters.htm&type=5

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Jackie Drysdale (Knowledge Enablement Specialist at Vocus) asked in Salesforce Knowledge User Group
Jul 6, 2023, 12:23 AM
Knowledge Search Reporting

Hi there, I'm trying to get visibility of all words searched / number of searches for Knowledge in Salesforce Knowledge. 

 

We have been advised that the report "Result is truncated to 300 most-used keywords for that day, per channel" (from https://help.salesforce.com/s/articleView?id=000386385&type=1). We are receiving over 300 searches so this report does not give us the detail we need. 

 

I can see that the Knowledge CRM Analytics Dashboard Pack from Jan provides some great insights, but I'm still looking to get any ideas on how I can get a complete view of the words searched.

 

Does anyone have any suggestions on how to all words searched / number of searches for Knowledge to gain better insights?

 

Thanks,

 

#Knowledge Search #Knowledge Management

7 answers
  1. Jackie Drysdale (Vocus)
    Jul 10, 2023, 10:17 PM

    Thanks @Colin Sims! I will check out the Search Answers info.

    We already have Suggest related articles on case activated with Case Fields Used to Find Suggested Articles = Subject, Case Type. 

    Have a good rest of week!

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Sudipta Deb (Enterprise Architect at Trail Consult Inc.) posted in #Lightning Component
Mar 9, 2020, 2:19 PM

I have a requirement of creating a customized search box for knowledge search, but it should use the global search mechanism as I don’t want to write all the algorithms to find relevant knowledge articles.

 

So basically what I am looking for is lightning component to provide a customized look and feel of the global search. Appreciate your feedback. Thanks.

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Shawn Kuhn (Program Manager at OpenMarket) posted in Salesforce Knowledge User Group
Apr 22, 2019, 7:04 PM

I want to use data category mappings on two case fields, and have suggested articles returned if there is a match on either of the two fields. At present, suggested articles are only being returned for articles that match BOTH of the case fields. In other words, behind the scenes it seems SF is performing search logic of 'return results only if A AND B are found', when what I want is for it to perform logic like 'Return results if either A OR B are found'.

 

For example, if ...

 

Article 1 has data categories A and B

Article 2 has data category A only

Article 3 has data category B only

 

... only article 1 will show up as a suggested article if there is a match to a case field on both A and B. If there is a case that has a match to a case field for just A, or just B, then no result will show up in suggested articles.

 

To reproduce:

 

Create a data category mapping between two case fields and two data categories.

 

Create an article (1) that has only one of the configured data categories assigned to it.

 

Create an article (2) that has both of the data categories assigned to it.

 

Generate a case that contains both of the case fields that were mapped to data categories.

 

You will find that only 2 will show up as a suggested article on the case. I want both 1 and 2 to show up (so I want partial matching).

 

Any help? Thanks.

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Lionel Yang (Senior Business Applications Manager at Sage Intacct) posted in * Service Cloud *
Feb 22, 2019, 8:24 PM

Hi folks,

 

I've searched online for this already but haven't found any leads...

 

Does anyone know how the "Knowledge Component in the Lightning Service Console" gets its initial results to display on the service console layout when a Case is opened for viewing?

 

What criteria/filters from the case is it using to execute its default search results?

 

We are seeing that the 'Suggested Articles' result is different than if we directly do a do a Knowledge search with the Case subject contents.

 

I assume its using some other set of fields on the case but don't find this documented anywhere. 

 

Looking at this to address complaints that the Knowledge Component is not displaying relevant results - causing users to have to do a manual search with the case subject.

 

Thanks in advance.

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Jeff Grosse (Senior Solution Architect at Salesforce) posted in CRMFYI Service Tips
Jan 13, 2015, 6:12 PM
This tip is literally a one minute feature to change, but it will save your Knowledge users much more time than that by helping provide more relevant search results while they're searching and highlighting what terms made the article wind up in search results.

CRMFYI Service Tips #005 Knowledge Article Enhancements

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