Add Interactivity between a Page and an Answers Experience

Search Best Practices - Integration
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This is an update that you can add if you are hoping to add interactions between another field on a page and your Answers experience. This is a necessary step if you are looking to set up the case deflection solution on one of our partners like Zendesk or Salesforce. Note: if you created your Answers experience from a Zendesk free trial or with the Help Site Solution Template or Support Solution Template, this has been done for you.

  1. Open the frontend of the experience you want to add Case Deflection functionality for.
  2. Open the headincludes.hbs file. Is there anything in it? Probably not!
  3. If there isn’t, copy the code from this file (this file is what’s in the Support Solution Templates) into your headincludes.hbs file.
  4. QA your experience to make sure it works the same. You won’t notice any differences when testing with a live preview.
  5. Commit and publish your changes once you’ve confirmed everything looks good.
  6. Now, you can set up Case Deflection with one of our partners - Salesforce, Zendesk, or others and there will be interaction between the Case form and your Answers Experience.

Let us know if you have any questions!

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Hi Dana,

Are the steps the same if there is content within the headincludes.hbs file?

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Hi Elizabeth,

Yes! As long as you add the script included in the linked code and your file is formatted correctly you can have any number of other scripts in that file. Order doesn’t matter.

Thanks!
Dana

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