SearchUnify Product Release – Mamba, Nov 27, 2018
SearchUnify rolls out three comprehensive releases every year. The releases include enhancements, bug fixes, and new features. This page summarizes the Mamba ’18 release.
Keep an eye at this section to stay up-to-date with the latest feature and performance enhancements we keep pushing.
Release Schedule
Mamba was released on November 27, 2018. To ensure a smooth transition, try it out in your sandbox first.
For any assistance, write to us at support@searchunify.com.
Updates and New Features
Content Repositories
In our endeavor to offer out-of-the-box connectivity for every content source a customer/prospect accesses throughout their journey, we have added several new connectors to our existing set of content sources. The new additions to the content source connectors are:
Apart from offering out of the box connectors for 27 content repositories, SearchUnify now also offers a Content Source API, which you can leverage to connect any content source of your choice—if an out-of-the-box connector is not available for it—to SearchUnify and start fetching results from.
**Mamba-Marketo connector only supports Marketo activities; we’ll extend it to support LPs and other assets in the next upgrade.
Search Clients
Mamba empowers you to improve the user experience for the end users (your customers/prospects) as well as for the SearchUnify admin users:
New Search Clients
With Mamba, SearchUnify adds more platforms to its list of search clients. New platforms that it supports now include:
- MS Dynamics. With Mamba, we’ve extended support for MS Dynamics as well. If your service representatives are using Dynamics, you can enable them to provide better and quicker support now.
- Drupal 7 and Drupal 8 and WordPress. Now you can convert your site powered by Drupal 7 or 8 or WordPress into a single source of truth and further increase engagement conversion.
Console Search Client 2.0
We’ve improved the user experience of support engineers using Salesforce Service Cloud and empowered them to provide better and quicker customer support.
- Improved UI. Mamba comes with an improved layout for Salesforce Console search results. We’ve made an optimum use of the real estate in the Console to ensure a better user experience and easier case resolution for support engineers using Salesforce Service Console.
- Better Search for Support Engineers. With Mamba, SearchUnify doesn’t run a default search on subject lines but asks the support agents for more information to deliver better results.
Contextual Ads
SearchUnify now enables you to use your help center to upsell and cross-sell your products. You can run contextual advertisements above the search results when a user searches for a query. The feature works similar to any search engine advertising platform – you choose your keywords, define the products to recommend/advertise, create your copy/images, and start advertising on your support platform.
Search Operators
Mamba now shows Search Tips in all search clients that help your prospects/customers with instructions on how to search better. If a user wants to run a Boolean search or negative search or exact search and so on, they will see the tips right there on every search client they visit.
Responsive Template Preview
Now you can easily preview, right inside the SearchUnify admin interface, how search will appear on mobile and tablet (Currently supports Lithium, Visualforce Communities, WordPress, Drupal, and ZenDesk).
Nested Categories in Facets
Navigation and facet categorization is even better and more structured in Mamba, especially for Salesforce KnowledgeBase content. This will help the searchers locate the articles they’re looking for using the KB content categories and sub-categories.
HTML Preview Options
We’ve improved the customization experience in Mamba. You can use the Designer to customize the search results page as well as preview the changes live in a parallel window.
Customizable ‘No Search Results’ Page
You can now customize the ‘No Results’ page by adding your own HTML to the Designer. You can use this page to display a custom message or CTA buttons to log a case or to go back to the home page
Modal Layout
We are committed to offering our customers as much flexibility as possible – from adding their choice of a content source to fine-tuning search results to customizing search result pages and clients. You can choose whether you want to show the search results page as a pop-up window or embed search results right inside the client.
Pre-Search Filters*
Now, you can help your users run more advanced and targeted search. the users canThey can select filters first and then run a search. If they want to see results from a specific content repository or a particular category, they can do so.
*Pre-Search Filters are currently available only for the Lithium search client.
Search Tuning
We’ve taken search tuning up a notch. In Mamba, you can boost search results for multiple keywords as well as preview the tuned search results within the console.
Multiple Keywords Boosting
Now, You can tune your content documents for single or multiple keyboards and set different boosting factor per keyword.
Search Tuning Preview
We have improved manual search tuning. Now, you can preview the score and appearance of boosted search results. In the preview window, you can type a query in the search box, hit enter, and see the list of results along with their score and sequence of appearance.
Analytics
Analytics has always been our forte. In order to continue our strides towards delivering business intelligence, we have upped the ante. The forthcoming bullets explain how:
Analytics 2.0
Mamba comes with comprehensive reports. We’ve revamped and regrouped all the reports to help you make better sense of all the data. We’ve updated the following three tabs:
- Overview Tab. The overview tab groups all search reports into one. You can see ‘all searches’, ‘successful searches’, ‘converted searches’, ‘searches with no clicks’, and ‘searches with no results’ at one place. Here, ‘converted searches’ are those which showed results and got clicks as well, while ‘successful searches’ are those where results received clicks and no case was created after them.
- Conversions Tab. Under this tab, you can view further detailed reports related to converted searches – ‘users with converted searches’, ‘users without converted searches’, ‘session analytics’, ‘case deflection, and so on.
- Content Gap Analysis Tab. This tab shows all the reports that help you understand the performance of your content, highlightig content engagement and content gaps. It now also includes a new report ‘average time spent on a document’.
Reports
We’ve improved the existing reports as well as added new ones to help you make better sense of the user search behavior and your content’s performance.
Average Page View Time Reports
One important yardstick to measure content engagement and effectiveness is how much time a user spent on a particular page after clicking it. The analytics dashboards now include an average page view time report to help you measure that metric.
Dashboard
The dashboard in SearchUnify now is a lot more informative and customizable. You can create and customize your own dashboard selecting from more than 20 reports. You can further filter reports by date range and search client type.
With the increased number of reports, we’ve saved you from all that scrolling to find a particular report. We’ve integrated an interactive search inside the admin panel from where you can search for and find the report you want to access. By the way, the admin panel search can be used to access not only a report but any feature within SearchUnify.
Named Tracking
SearchUnify tracks every logged-in user and reports their search behavior and history. To ensure compliance with regulations like GDPR, it encrypts the user ID and shows an anonymized unique number instead. However, now you can choose to see the actual user email ID by installing the email ID tracker.
Filters
To help you sort your reports, SearchUnify Analytics 2.0comes with report-level filters. Following are the three filters you can use:
- Filter by Internal And External Users. To analyze how many employees and customers/prospects are using search and how
- Filter by Client Name. To view your reports for one particular search client
- Filter by Date Range. To check data for any particular time-span
AI & Machine Learning
ML is the highlight of the Mamba release. We’ve introduced an AI-powered chatbot and added a number of new features to improve the user as well as admin experience.
Chatbots
With Mamba, we’re introducing Chatbots to assist your users guided conversations to find and reach the right answers to their queries. These AI-powered bots are totally customizable and configurable according to your unique business requirements. They engage users, understand their intent, and respond to them with the information they’re seeking.
Machine Learning makes the chatbots trainable and helps them build their own intent dictionary, responses, conversation stories, with which they start understanding the user intent and interacting with them the way you train them to.
- Intent Dictionary. You can define the user intents in the Intent Dictionary by segmenting various phrases into intents, which then the bot starts identifying and building on.
- Intent Trainer. All the phrases you input that later are categorized into intents are added here under this tab.
- Response Designer. You define all your responses to the queries you used in the Intent Trainer here.
- Conversation Designer. Along with training the bot on understanding the user intent, you can also define basic conversation stories that the bot will improvise on and interact with the users. You can also train the bot on using a particular tone that matches your branding and positioning.
Synonym Factory 2.0
The admin no longer has to manually build a synonyms’ list by adding new words to it. With the power of machine learning, Mamba analyzes user queries and auto-generates synonyms. The admin can manage synonyms by checking the synonyms’ list and accepting the relevant words and rejecting the unrelated/irrelevant ones and train the SearchUnify Synonym Factory to build its own list of synonyms.
Agent Helper
In support channels and clients (e.g. Service Console, ServiceNow etc.) SearchUnify now displays a first response helper window. SearchUnify analyzes the content of support agents’ previous responses to queries and, using machine learning, shows the most relevant answer to help support executives write the first response to the query.
Semantic Knowledge Graph
SearchUnify now delivers not only the exact information that a user is looking for but also the most relevant and useful knowledge related to the query, all at one place, making your search client the single source of truth for its users.
For example, if a user searches for “how to change preferences in product X” SU will display a “how to” video about editing the settings of product X, published on YouTube and also show links to the product X documentation, support helpline number, latest updates, information about the latest release, and maybe, known bugs if you choose to show them.
Security & Controls
We’ve put a lot of emphasis on data security with Mamba. Along with the option to host your indexes on premises, we’ve added various access controls to make SearchUnify a robust and more secure solution.
On-Premises
To ensure that your data is secure and remains only with your organization, Mamba offers you to host your SearchUnify index on premises. The option is available as a free add-on, which you can simply install from the ‘Add-ons’ tab within your SU admin interface.
Access Control
Define who can and who can not access the admin panel by whitelisting IP addresses. You can also define what level of access a user within a particular network has by restricting the IP address.
Configurable Timeout Sessions
When analyzing user behavior, ignorance is not bliss. If a user logs in to a search client, opens another tab or window, and returns to the search client after a couple of hours, your analysis should not consider it one session. Mamba, therefore, allows you to configure and set the session timeout value on your own.
APIs
In addition to the Analytics API, Mamba offers two new APIs.
Content API
You can leverage this API to add a content repository of your choice, for which an out-of-the-box connector is not available yet, to your list of content repositories.
Search API
Use this API to show SearchUnify search on any client of your choice and customize search interface the way you want it.
Add-ons
We’ve introduced five free add-ons with Mamba. Currently, Agent Helper, Chatbot, Case Deflection, Email Tracking, and On-Premises features come as add-ons. You can simply install them with one click from the Add-ons tab within the console.
Apart from all these upgrades and features, Mamba also comes with an in-product search embedded within the admin panel to complement and improve the console navigation. You can use this search to access any feature or report directly – without having to navigate through multiple tabs.
For example, you can manage synonyms either by clicking on the ‘manage synonyms’ tab on the left-side menu or directly by typing ‘synonyms’ in the search bar and hitting enter.