SearchUnify indexes multiple content sources and provides personalized recommendations using AI, ensuring that agents solve cases more efficiently and with greater accuracy.
With SearchUnify, you can index multiple content sources across on-premises and cloud applications like Lithium, Jira, MadCap Flare, Confluence, MindTouch, Salesforce Clouds etc. without leaving Service Cloud.
Machine Learning analyzes every customer and agent interaction to assign a relevance score to each content piece. Based on the context of each query, SearchUnify proactively suggests content that is most likely to resolve that case.
SearchUnify’s robust analytics provide rich insights into what agents are looking for, making it easier to identify content that needs to be created or modified.
Agents can access the company’s knowledge base and attach relevant search results to a case from within the Service Console, propelling knowledge-centred support (KCS).
Empower your support reps to resolve customer cases faster with agent helper that provides them the most important things they need to resolve a case . This window inside their Service Console leverages case clustering modules to show them the top articles for a case, top related cases, top agents that resolved similar cases, and insights into the user activity to help them better understand context and resolve the case faster.
Empower agents to witness a customer’s journey across touchpoints and share only the most relevant content with them for case resolution.
