How to fine tune Knowledge article auto-suggestion on case creation - Story From: Recent Ideas

With Summer’10 release, Knowledge gains the ability to auto-suggest relevant articles upon case creation.
Just like when searching Knowledge from a case details, the search uses only the case subject and this search can be fine tuned with the same kind of customization.

The idea is to highjack the page flow after the case creation by using the undocumented/unsupported URL parameter saveUrl, to redirect to a intermediate page that will run a background search. If this search detects relevant articles, it will redirect the user to the knowledge search page instead of the case detail page.

Let’s have a look first to this intermediate page, and we will see after how to “plug” it in the process.
The page, let’s name it knowledgeArticleAutoSuggest, is really simple:

<apex:page controller="knowledgeArticleAutoSuggestController" action="{!redirect}">
    Searching if there are relevant articles to that newly created case (case id: <apex:outputText value="{!newId}" />)
</apex:page>



As you can see with the redirect parameter on the first line, all the “magic” happens in the custom controller used by this page.
This custom controller (below) detects first if there is a parameter “newId” that will indicates that the case to display is new. In that case, it has a bit of logic in order to, first map a case attribute to data categories (you will have to modify this part to fit your configuration) and then runs a “silent” search to check if there are any relevant articles in Knowledge. If there are some, then the controller redirects the user to the articles search page rather than to the new case details.

public class knowledgeArticleAutoSuggestController {

    private Case thecase;
    private boolean isNew;
    private String newId;
   
    public knowledgeArticleAutoSuggestController() {
        isNew = false;

        // if a newId parameter is received
        newId = ApexPages.currentPage().getParameters().get('newid');
        if (newId.length()>0) {
            isNew = true;
            this.thecase = [select id, subject, type, product__c from Case where id = :newId];
        }
    }
   
    public String redirect() {
        // article search page URL
        String caseUrl = '/' + newId;
        // case detail page URL
        String searchUrl = '/knowledge/knowledgeHome.apexp';

        if (isNew) {
           
            // ID of the current case
            searchUrl += '?id=' + newId;
           
            // use the case subject as the keywords to search for
            String kw = thecase.Subject;
            searchUrl += '&search=' + thecase.Subject;
           
            // read some case attributes
            String caseType = thecase.Type;
            String caseProduct = thecase.Product__c;
           
            // preselect some data category for better search results depending on which product the case is related to
            String product = '';
            if (caseProduct!=null) {
                if (caseProduct.startsWith('iPhone'))
                   product = 'iPhone';
                if (caseProduct.startsWith('iPod'))
                   product = 'iPod';
                if (caseProduct.startsWith('iPad'))
                   product = 'iPad';
               
                if (product.length()>0)
                   searchUrl += '&ct_Product=' + product;
            }
           
            // run a background search to determine if some relevant articles exists
            String query = 'FIND \'' + kw + '\' RETURNING KnowledgeArticleVersion (id WHERE PublishStatus=\'online\')';
            if (caseProduct!=null)
                query += ' WITH DATA CATEGORY Product__c BELOW ' + product + '__c';
            List<List<SObject>> searchList = search.query(query);
            KnowledgeArticleVersion [] articles = ((List<KnowledgeArticleVersion>)searchList[0]);

            // no article returned, redirecting to the case details
            if ( articles.size()==0)
                return caseUrl;
           
            // once the business logic has been executed, we still need to go to the article search page
            return searchUrl + '&isCaseCreation=1';
        } else {
            return caseUrl;
        }
    }
}


The missing piece is the override of the new case action. The idea is to override this action so that we can add the  saveUrl parameter that will be used to change the page flow after the new case has been saved (see above).


Let’s create a new page, named NewCaseOverride:

<apex:page >
    <script type = "text/javascript">
        window.location = "/500/e?retURL=%2F500%2Fo&ent=Case&saveURL=%2Fapex%2FknowledgeArticleAutoSuggest&nooverride=1";
    <script>
</apex:page>



Now navigate to Setup>App Setup>Cases>Buttons and Links, and Edit the standard button New. You should be able to select the NewCaseOverride page.

Before testing, you should grant access to the new pages and the new class for the profiles you are enabling the feature for.

Notes:

  1. As mentioned earlier saveUrl “hacking” is not supported by Salesforce, there maybe be some issues with futures upgrades
  2. If you are using several case record types, then you may have to add more logic in NewCaseOverride page



Let us know how this works for you!

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