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.

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 are autopopulated. The autopopulated fields can be edited and/or reps can enter details in the remaining fields. Because URL cannot take any case field value, it is created from the article title.

  6. Click Save.

Troubleshooting

An error message shows up when a new title matches an existing one. In such a scenario, edit the URL to make it unique.

Last updatedFriday, November 27, 2020