Knowledge Search: Content Scope

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General Overview

Customize your search experience using contextual data and content segments, narrowing the scope of the index to deliver more accurate and catered results.

  • Context-Aware: Show content relevant to the user's location - e.g. current webpage or case record type.
  • Audience targeting: Show content relevant to the user’s profile - e.g. support tier, product access, or support line.

Contextual data is then passed into your search widget through URL parameters.


Search Widget Content Scope Setup

Content Scope is set up in your individual Knowledge Search Widgets

  • Expand the section titled Content Scope.  Content Scope allows you to control what content is shown in individual search experiences based on the external data.
  • Configure your search to listen and respond to external variable-value pairs that are being passed in through URL query parameters.
  • Each source powering your search widget is available for content scoping and will dynamically populate the field used for article taxonomy or classification in the system. You’ll also see a count of articles tied to that field.
    • Zendesk = labels
    • Confluence = labels
    • Salesforce = data categories
    • Zingtree = tags
  • By mapping these parameters to the taxonomy system of each knowledge source segments can be created.
  • Choose Show or Hide as your operator (If Hide is selected and no tags are mapped, then no articles will be hidden for that source in that segment. If Show is selected and no tags are mapped, then nothing will show for that source in that segment.
  • The hierarchy of segments will be respected in cascading order in which they’re created and displayed in the authoring tool. If any conflicts arise on the consumer end, the hierarchy will be followed from top-down, and conflicting segments will be ignored.
  • Add up to 10 segments

How to add parameters to the URL for your search

You can pass the NAME of the variable and the corresponding VALUE as a PARAMETER  into the URL hosting for deploying your search.

  • To add a parameter to your search via the URL, you can simply append a question mark (?) followed by the variable name, an equal sign (=) , and the value. Like this: 


  • If you have multiple parameters to pass along, separate them using an ampersand (&), like this:


  • If you have multiple values to pass along for a single variable, add them using comma separated values, like this: 


Details relevant to the deployment method you’re using for search:


Append your URL parameters to the URL of the tree hosting your embedded widget. The search widget launched from a tree inherits the URL and parameters from the starting host tree.

Predefined variables can be added to the tree through the tree editor.


Append your URL parameters to the URL of the page hosting your embedded widget. The search widget launched from an embed inherits the URL and parameters from the host. See details on embedding a search widget

To populate dynamic values, you’ll need to map data from the host to the embed code powering the search widget.


Salesforce Integration

Support for this coming soon!

  • Predefined variables can be added to your search component inside the Lightning object editor
  • In order to map a field correctly from Salesforce into that predefined variable — you first need to grab the correct variable name from Salesforce (Setup>Object Manager)


Generating dynamic URL parameters is not available for the standalone search widget, but these can be added manually if needed

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