Configure LLM Integrations

The LLM Integrations feature allows you to connect SearchUnify with a Large Language Model (LLM), such as OpenAI, enhancing your search results experience with AI-powered responses.

PREREQUISITES

Before connecting SearchUnify to an LLM, you should have:

  • An active LLM account

  • A Website search client or a Salesforce Communities search client

Connecting with LLM

  1. From the SearchUnify admin panel, go to LLMs > Integrations.

  2. Select the LLM you want to connect to from the list of available LLMs. Claude, OpenAI, and Azure OpenAI Service are supported.

    • To use OpenAI or Azure OpenAI Service, enter the required details into the respective fields and click Connect.

      NOTE. To obtain the authentications details to connect SearchUnify with an LLM, please get in touch with your IT/DevOps team or the individual responsible for administering Large Language Models within your organization.

    • To start using Claude, activate the 14-day free trial. You will receive an email notification confirming the trial activation. You can stop using Claude at any time during the trial period. Reminders about the trial's end will be sent on the 12th, 13th, and 14th days. Once the free trial concludes, contact the SearchUnify team to continue using Claude.

  3. Click Save.

SearchUnify can be integrated with multiple large language models (LLMs) at the same time.

Activating SearchUnifyGPT™

After you have connected to an LLM, you will need to activate SearchUnifyGPT™ to enable the LLM-powered answer box.

  1. Go to SearchUnify > Edit > Configurations in the SearchUnify admin panel.

  2. Toggle on SearchUnifyGPT™.

  3. Select your LLM from the three available options; A) Azure OpenAI, B) Claude, and C) OpenAI, and click Proceed.

  4. Save your settings.

Using the SearchUnifyGPT™ Answer Box

NOTE.

SearchUnifyGPT™ works for Salesforce Console, Khoros, Salesforce Communities, Zendesk, and all website search clients.

After connecting to an LLM and activating SearchUnifyGPT™, the LLM-powered answer box appears above the search results. The text in the box updates when you apply facets but remains unchanged from page two onward. Additionally, SearchUnifyGPT™ does not appear when performing an empty search.

Fig. A snapshot of the SearchUnifyGPT™ widget when no answer is found.

Users can view the full answers by clicking Show More.

Fig. A snapshot of the SearchUnifyGPT™ when "Show More" is clicked.

The sources used to generate the answer are listed in the widget. Users can hover over a source number to view its details.

Fig. A snapshot of the SearchUnifyGPT™ widget where the source used to generate the answer is highlighted.

Users can explore further using the Ask a follow up feature, which enables them to ask additional questions about the generated answer.

Fig. A snapshot of the SearchUnifyGPT™ widget where the "Ask a follow up" feature is highlighted.

Users can provide feedback on the accuracy of the data in the widget using the thumbs-up and thumbs-down feature. This feedback is recorded in the SearchUnifyGPT™ Feedback Report. Long answers in the widget can be copied using the Copy button.

Fig. A snapshot of the SearchUnifyGPT™ widget where the copy, thumbs up, and thumbs down buttons are highlighted.

Known Issues

As a search user, you may encounter one of these issues:

  • NewLine characters: The SearchUnifyGPT widget may display new line characters in the search results.

  • Code printing: The widget may print code instead of generating natural language text.

  • Case file and case form (SF) incompatibility: The widget does not work with case files or case forms on Salesforce Communities.