Salesforce Docs Portal

Customize Search for Service Agents

Improve search efficiency and help agents find the relevant information in your knowledge base faster. For example, optimize the search for agents in a specific product area and apply it to the Knowledge component for that product area. Choose which fields are available to search, and filter out results they don’t need.

Required Editions

Available in: Salesforce Classic and Lightning Experience

Salesforce Knowledge is available in Essentials and Unlimited Editions with Service Cloud.

Salesforce Knowledge is available for an additional cost in: Professional, Enterprise, Performance, and Developer Editions. For more information, contact your Salesforce representative.

User Permissions Needed
To use Search Manager CustomizeApplication AND ViewSetup
  1. From Setup, in the Quick Find box, enter Search Manager, and then select Query Configurations.
  2. Click New.
  3. Enter a unique name.
  4. Select Lightning Knowledge Component, and click Save and Continue.
  5. For each field, select whether to include it in the search.
    If the field has a Locked icon icon, it’s a locked standard field, and you can’t change its search state.

    To filter out results your users don’t need, see Filter Search with Rules.

  6. Apply the search configuration to the Knowledge component with the Lightning App Builder.
    1. From Setup, in the Quick Find box, enter Lightning App Builder, and then select Lightning App Builder.
    2. Click Edit next to the Lightning Page you want to apply the search configuration to.
    3. Click the Knowledge component. 
    4. Enter the search configuration name in the Search Manager Configuration field. 
    5. Click Save, then click Activate.

See Also