Basic Search Client Configurations

You can customize the main search page in Configurations. You can activate typeahead, turn on search recommendations, and display quick answers with SearchUnifyGPT™. All the features are explained next.

Enter Platform Name

It allows admins to edit the existing name of their search client. Descriptive names are a great aid when you are responsible for managing several clients.

Enter Base URL

The login page of your SearchUnify instance is the base URL of your search client. Its role is to maintain communication between search clients and content sources.

No. of Autocomplete Results

Help users find what they want with a powerful implementation of typeahead. Select from the drop down the number of suggestions to be displayed.

Pre-Selection of Facets

Pre-selection of facets auto-applies facets during searches. The facets are selected based on admin preferences, such as session identifier, and end-user behavior, such as past facet selections.

Admins can define the minimum threshold for the occurrence or you can enable 'Auto Learning' feature. Enabling this feature helps show end users search page results based on their past facet selection behavior.

Admins are at liberty to manage the filters for auto-learning and if they want to enable it or not. Manual facet selections would work anyways if you don't want to enable auto-learning.

Recommendations

Recommendations suggests related content to users reading knowledge articles or community discussions. It works for first-time users as well as for returning users. For first-time users on a search, the suggestions are based on the search data of other users. For returning users, the suggestions are based on their own search history.

It is available as a widget on website search clients and Khoros search clients and as a component on Salesforce Communities search clients. You can find the widget or component code after downloading the search client.

To use, first turn it on and then, click Configurations.

Of the two settings, On the search page is already turned on.

If you do nothing right now, then Recommendations will display related content on the search page, and nowhere else.

When the second configuration, On the Separate Widget, is checked, then Recommendations shows trending articles on content pages and community discussions.

Here's what the widget looks like.

The pages where the discussion will show up can be configured by the SearchUnify team. After checking On the Separate Widget, contact your CSM.

Preview Search Results

Browse any result in preview mode. When it's on, users can click to view results in a small pane without leaving the search results page.

NOTE.

The preview pane shows up only when the results are hosted on the same domain and sub domain as the search client, YouTube, or Vimeo. If the search client URL is https://help.domain.com/search.htm, then preview works for all the articles hosted on https://help.domain.com/, YouTube, and Vimeo.

Preview panes are available in Salesforce search clients.

To turn it on, open the client for editing, go to Configurations, toggle Preview Search Results to the right, and Save. Repeat this for all the search clients for a uniform experience.

Preview Search Results improves the Conversion rate because each preview is a conversion.

Recent Searches

It stores a history of search queries in browser cache and suggests the terms from the history when users are trying to run an old search again.

Rich Snippets

Rich Snippets extracts text, images, and other multimedia from search results and presents them an answer right next to search results. The search users can scan the information to get answers fast. The feature is powered with SearchUnify's machine learning systems. Before toggling on Rich Snippets, configure the Machine Learning (ML) Workbench.

Highlight Viewed Results

Set up a different color for the visited hyperlinks. When turn on, it changes the color of clicked results from the default black to blue, which gives a clue to users to avoid repeat clicks on already consulted results.

The clicked document stays highlighted, depending upon the user's browser. The values for the most popular browsers are: 90 days in Google Chrome, 180 days in Mozilla Firefox, 365 days in Apple Safari, and 999 days in Microsoft Edge.

Similar Searches

This feature is similar to Recommended Articles (point 3) in functionality. However, instead of suggesting articles, keywords are recommended. Someone searching for "data repositories" on SearchUnify Docs could be suggested "content sources" which is the company term for the server where data-to-be-indexed is stored. Similar Searches analyzes data from multiple users before suggesting a keyword. The suggestions are stored in your browser's cache, so they might be different on the devices you use.

Similar searches returns searches on the multiple criteria:

1. Similar search suggestions are based on other users' search behavior, not your current session. To test, log into two different browsers and search for the queries in one browser and can check for the similar searches on the second browser. Note that it takes 24 hours for SU to process data and suggest similar searches to reflect.

2. Similar search suggestions are based on only those search sessions in which at least two search queries have been performed and at least two search results have been clicked.

3. Similar search suggestions only work when at least one document is available for a query.

The order in which similar search suggestions are presented is based on the relevancy score. The keywords which helped in providing the best results based on relevancy are shown on the top.

SearchUnifyGPT™

NOTE.

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

SearchUnifyGPT™ is a generative AI widget. It improves search experience by returning more informative and relevant search results. You can place it on a website or Salesforce Communities search client to help search users find answers fast and quickly scan the information available on a particular topic. It can generate personalized search results, based on the user's past search history and preferences.

To use SearchUnifyGPT™, first connect SearchUnify with an LLM, such as OpenAI,and then toggle on SearchUnifyGPT™.

NOTE.

The instructions to connect SearchUnify with a third-party LLM are on Configure LLM Integrations.

Now pick an LLM from the dropdown.

Here's an example of SearchUnifyGPT™ on a search client:

SearchUnifyGPT™ is different from Rich Snippets in several ways. The main differences include:

• SearchUnifyGPT™ produces an answer after analyzing several results. In contrast, Rich Snippets produces an answer from one result.

• Rich Snippets supports images, videos, and other multimedia. SearchUnifyGPT™ produces text-only answers, but it will change in future releases. The widget will support multimedia.

• SearchUnifyGPT™ generates answers in the sense that it doesn't merely return what's already written. It synthesizes information. It scans through multiple results to compose an answer. The numbers may be from result X, the examples from result Y, and so on. Rich Snippets extracts answers from one document.

Did You Mean?

Guide users when they misspell with relevant suggestions from Did You Mean. The feature comes with a standard dictionary and can be taught in-house jargon. Check out Implement Auto-Correct with Did You Mean for details.

Customize Console Search Client

NOTE.

This configuration is only for Zendesk Console search clients.

You can configure what happens when agents click on a ticket in a Zendesk Console search client. If you choose All tickets open a new browser tab, then the tickets open in a new tab.

If you select, All tickets open up in the same window in the zendesk agent view, then the tickets open in the Zendesk Agent Workspace.

Redirection URL

This URL is used to take or redirect users from the search page on the home page to the search results page.