Search Provider Integration allows you to supplement your WalkMe items with your existing knowledge base or support center resources. Once enabled, a search performed within the widget will yield results from the domains specified, so your existing content appears beside your WalkMe content in the Player Menu.
The Short Version
When you are building your WalkMe implementation, you’ll want to enable Search Provider Integration if you have an existing repository of support articles. Without SPI, when the user performs a search in the Player Menu, they only see results of the WalkMe items you deployed, such as Walk-Thrus and Resources. Enabling SPI causes searches performed within the Player to pull results that match the search criteria from the domain specified, making the Player Menu a richer, all-in-one resource for your users.
Search Integration can be used with any publicly accessible domain that is indexed by the search provider. Search Integration is commonly used to:
- Integrate search results from your support center in the Player Menu
- Identify potentially helpful knowledge base articles alongside other relevant Resources and Walk-Thrus
- Return videos with corresponding keywords from an external video hosting site
For example, here at WalkMe, we enabled SPI to pull from our knowledge base support.walkme.com. In the image above, there are two published WalkMe items about ShoutOuts: a Resource and a Walk-Thru. These both appear in the Player Menu when “shoutout” is searched. Because SPI is enabled, the Player Menu is also displaying results from support.walkme.com, providing a greater variety of information to the user on the subject of ShoutOuts.
How It Works
Search integration means that in the WalkMe widget users can search not only the deployed WalkMe items but also see results from the search engine of your choice. Once Search Provider Integration is enabled, when a user performs a search the Player will route the keyword to the specified search engine. The search engine will reply back with the relevant content and the Player Menu will display those results. The keyword searches are tracked in WalkMe Analytics.
Search Provider Options
Enable search integration through one of the following search engine providers:
Refine Search Results
To refine search results, choose Domains in which to search, i.e. mysite.com or support.mysite.com.
Identifying a domain limits the search to within a particular website. Without an identified domain, the search engine will return results from across the web. In the example above, only results within the domains walkme.com and amazon.com will be displayed. Note that in the Player Menu, results from the first domain entered will display first; i.e. search results from amazon.com will display lower in the search result list than results from walkme.com.
Add a Search Operator to refine the type of results that will appear.
In the above image, searches will only return results without videos (the character “-” will exclude sites with that info from the search). Learn more about Search Operators.
There are also search parameters that affect how the search is performed:
- Distance (default: 100): This is the amount of characters the search will search through before it stops. So if the Title, Keywords, and Description sum to 200 characters, but the distance is only set to 100 (the default value for distance), WalkMe will only search the first half of the characters and disregard the rest.
- Threshold (default: .5): This is akin to the precision level of a balloon. A threshold of 0 will only return exact matches to the search query and a threshold of 1 will return all results, regardless of the search. The lower the threshold is, the more precise the search query will have to be in order to return results.
If you would like to change the default search parameters, contact your CSM or firstname.lastname@example.org
Track Searches Performed In Analytics
When Search Integration is enabled, you will be able to track all keywords searched in Analytics. This data can help you understand what users need more help with and where you might need to add more support or training resources.
In Analytics, you can view:
- Number of searches for a given keyword
- How many searches resulted in a search engine result being clicked
- How many searches resulted in a WalkMe item (Walk-Thru, Shuttle, or resource) being clicked
- How many searches resulted in no action being taken
This information is valuable in finding what users need help with. For example, in the image above, users require additional help with a process that involves transfer. By the large percentage of WalkMe results clicked, we can deduce that a WalkMe deployable is meeting their support need. On the other hand, search for keyword “backup results in a proportionally larger number of domain searches clicked. We can deduce from this data that the information the user is searching for is informational (support or knowledge base article) rather than procedural (Walk-Thru). Integrating SPI has been highly advantageous in providing resources on backup.
The image also shows that a proportionally smaller number of results for keyword search “outlook” are leading to any action being taken. From this data we can deduce that additional support resources are necessary for this topic.
Can I enable Search Provider Integration?
To integrate search with a specific domain, it must be publicly accessible and indexed by the selected search provider. Check to see if your desired site can be configured with search integration. To test it, try an advanced search within Google or Bing. For example: to search for the word “ShoutOut” in “www.walkme.com” type in the search provider: “ShoutOut site:www.walkme.com”. If you get results, then SPI can work on that site using Google or Bing. If articles are in any way hidden, such as with an intranet, WalkMe will not be able to populate those articles within the search results.
Can we use SPI if the domain is password protected?
You may not get search results if the domain you try to pull searches from is password protected. If the site you’re deploying WalkMe on and the domain you would like to search in are both accessed with single sign-on, then search integration can still be enabled. Otherwise contact your CSM to determine if search integration can still be configured.
What if the knowledge base host has an API? Can we use that to integrate?
If the knowledge base has an API then you can simply use the API and not our regular search feature. Contact your CSM for help.
Enabling Search Integration
- Go to the App Center and select Search
- Select your desired Search Provider
- Turn the toggle to On
- Enter the domain from which you would like to include search results
- Enter search operators (Optional)
- Click Save
Adding Saleforce Search Iintegration: SFsearch
Salesforce Search can be integrated into the WalkMe widget. Contact your CSM for help.
Try it Out
Do you have a knowledge base or support center with valuable information for your users, customers, or employees? First check to see if the domain can be enabled. Open Advanced Search within Google or Bing. and search for a common keyword in your domain using the format:
If you get results, then set up search integration:
- Open the SPI App in the App Center
- Select the desired search engine
- In the SPI window, turn toggle to on
- Enter domains to search
- Enter operator keywords (optional)
- Click Save
- Preview the search in your test environment