Install a Search Client in Salesforce Console

Find information right inside your Sales Cloud or Service Cloud console. This article walks you through the steps of installing and setting up a SearchUnify client in Salesforce Console.

Download Salesforce Service Console Search Client

Log into your instance, go to Search Clients, and create a Salesforce Service Console search client. Enter a label in Enter Platform Name and your instance URL in Enter Base URL.Then, click Save.

Become a Knowledge User

  1. From in Salesforce, go to Quick Find Box, look up "Users", click Edit and check the Knowledge User box.

Enable Lightning Knowledge

  1. Find Knowledge Settings from Quick Find Box. Then check Yes, I understand the impact of enabling Salesforce Knowledge. and click Enable Lightning Knowledge.

Install a Client

  1. Visit Salesforce AppExchange, look up "searchunify", and open the top listing, SearchUnify - Unified Cognitive Platform for Salesforce.

  2. Click Get It Now.

  3. If prompted, log in with your Salesforce admin credentials.

  4. It's usually a good practice to install an app on Sandbox, instead of Production.

  5. Install the app for All Users. A warning might come up. Overlook it and proceed with installation.

In the end an Installation Successful message will greet you.

Configure the Client

The data flow between SearchUnify and your Salesforce org is managed through Remote Sites. Create remote two (three if you have turned on multitenancy) remote sites. The instructions are on Create Remote Sites in Salesforce. After creating the remote sites, add them all to CSP Trusted Sites.

  1. Click Salesforce App Launcher and then View All.

  2. Find SearchUnify Configuration and click it open.

  3. Select the installation location for the search in Choose search platform. Then, turn on CDN Support if you use multitenancy.

  4. Turn on CDN Support if you use multitenancy. Turning on CDN Support improves speed but it also requires two extra settings:
    • During search client processing, you need a CDN endpoint which can be found in the readme file

    • For successful processing, you will have to create three remote sites instead of two. The website to be inserted in Remote Site URL can be found in the readme file

  5. Enter the details and click Process.
    • Select your application for Configuration. The search client will be installed in the chosen application on Console, Community, or Visualforce. The field is absent when Internal is picked.
    • Enter Service Endpoint. It is your SearchUnify instance URL.
    • Enter CDN endpoint. The endpoint is in readme.
    • Enter Provision Key. You can get it from your SearchUnify representative.
    • Enter UID. It is your search client ID.
    • Enter expiration time (authentication token for searches in minutes). Enter any integer. The suggested value is 120.

Processing takes about five minutes.

Insert Search Client on Case Page

  1. Open a case page in the app where the search client has been installed.

  2. Click Edit Page.

  3. Find sUSearchClientLWCContainer{ABCD} and drag the component to the case page. The {ABCD} in the component name contains the first four letters of the search client UID. These letters distinguish components from one another when you have several of them installed in the org.

Add Search Client to the Utility Bar

  1. Go to App Manager.

  2. Open the app where the search client is installed for editing.

  3. Go to Utility Items and click Add Utility Item.

  4. Add the component SUConsoleLwc{{ABCD}}. The last four letters of the component contain the first four letters of the search client UID.

  5. Configure the size of the component and click Save.

Usage

Upon installation, SearchUnify is added to the utility bar. Click it to launch the search client.

When the search client is launched, it presents results related to the case opened or active in the Primary Tab. When you switch between two Primary Tabs, the results page refreshes — so that the results are related to the active case. Navigation between subtabs doesn't refresh results. It means that you can use the search function in subtabs.

Agents who run complex searches on a regular basis or need more information to scan simultaneously can switch to full-screen view by clicking . After maximizing the search window, you have to run your search again. That's because Salesforce automatically refreshes the search page and your query disappears.

To copy the link to a result, click . Clicking copies a hyperlinked result title in Salesforce Lightning. In Salesforce Lightning, the link contains the URL of the copied result, which can be pasted on a case page. In the next image, the second result "How Documents Are Ranked in SearchUnify" is copied from the search client and pasted on a case page.

To preview a result, hover the cursor over an article title. Each preview counts as a conversion. The preview works on Salesforce articles when the search client isn't on the utility bar. It doesn't work on the articles in Classic. Users can share articles and link them to cases as a comments.

Last updatedThursday, November 30, 2023

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