Case Deflection doesn't work automatically in Japanese

Support Solutions
1

I build Japanese Salesforce Support Search demo environment and I installed Answers search bar into Help Page and Contact Support page.

Search Bar works fine, but when I input subject field in Contact Support Page, Case Deflection does not work automatically. Could you please tell me how to set up auto detect search text in subject field and pass into Answers search bar?

Form URL: Help Center

2

Hi Takeshi,

Have you checked out this community post? Your Answers experience needs to be set up to listen to events from other parts of the page. If you built your Answers experience using the Help Site or Support Solution template then that is already in the experience.

Also, to confirm, did you install the app from the Salesforce App Exchange and follow steps 5 and 6 from this guide to add case deflection to your Salesforce help site?

Let me know if that helps!

Thanks!
Dana

3

Thank you Dana!!

It works!! I didn’t modify headerinclude.hbs in answers frontend.
I just follow this guide.

After I added script into headincludes.hbs, it works!!
Can you please add this instruction into this guide, too?

Thanks,
Takeshi

4

Hi Takeshi,

Great!! I’m so glad!

That’s great feedback. We can add a tip to the guide so in the future it’s easier to find.

Thank you!
Dana