Install KCS Support Console in Salesforce Console

Encouraging support agents to actually write as they solve cases is a big challenge for companies implementing the Knowledge-Centered Support or Knowledge-Centered Service model of content generation. A blank window is a no-starter. KCS Support Console solves the problem by filling some fields, such as the title, case details, and a few document attributes, the moment a support agent launches the addon.

PREREQUISITES.

A Salesforce Service Console search client that is connected with at lesat one Salesforce content source.

Installing KCS Support Console

  1. Go to Addons and open Add New SearchUnify Addon.

  2. Install KCS Support Console.

Go to Search Clients and open any Service Console search client for editing. If you can see a new tab (KCS Support), then the add-on was successfully installed.

Activating KCS Support Console

  1. Go to Search Clients and open a Salesforce Service Console by clicking

  2. Navigate to KCS Support.

  3. Enable KCS.

  4. From the Pick a Salesforce Experience dropdown, select your org type.
    1. Click Add New Mapping.

    2. Enter the name of your Knowledge object in Article Object API Name. It is usually knowledge__kav. You can find it in Object Manager. The column will be API Name and the row Knowledge.

    3. Drag any article field to the highlighted space.

    4. 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.

    5. Click Add.

    6. Repeat the steps 1 through 5 with other article fields and then click Save.

    1. Click Add New Mapping.
    2. Enter the name of your Knowledge object in Article Object API Name. It is usually knowledge__kav. You can find it in Object Manager. The column will be API Name and the row Knowledge.
    3. Expand record types one at a time. KCS Support will be enabled for the expanded record types.
    4. Article fields will appear on the left. Drag the fields, one at a time, to the right.
    5. A window will pop up. Drag a case field to map it with a article field.
    6. Click Add.
    7. Repeat the steps 1 through 6 with more record types and click Save.

Using KCS Support Console in Salesforce

KCS Support Console experience differs slightly depending upon your org type: Classic or Lightning.

Salesforce Classic Users

  1. Log into Salesforce Console.
  2. Select KCS Support by hovering over the SearchUnify label in the footer.
  3. Click Create New Article.
  4. Select a Knowledge object; knowledge__kav or another that were selected during activation.
  5. Many article fields will be autopopulated. Enter details in the remaining fields and Save.

Your article will be saved as a draft.

Salesforce Lightning Users

  1. Log into Salesforce Console and navigate to your search client.
  2. Select KCS Support by hovering over the SearchUnify label in the footer.
  3. Click Create New Article.
  4. Select a record type.
  5. Many article fields will be autopopulated. You can edit autopopulated fields and/or enter details in the remaining fields.
  6. Click Save.

Last updated: Friday, September 25, 2020