Service Cloud Chat Developer Guide

About This Guide
Prerequisites
API Versions
Customize Deployments with the Deployment APIs
Create Deployments
Log Deployment Activity with the Deployment APIs
Customize Your Chat Window with the Deployment APIs
Customize Chat Buttons with the Deployment APIs
Find and Create Records Automatically with the Deployment APIs
addCustomDetail
findOrCreate
setName
Search for Knowledge Articles with the Deployment APIs
addCustomDetail.doKnowledgeSearch
Find and Create Records Deployment API Code Sample
Customize Automated Chat Invitations with the Deployment APIs
Deployment API Code Sample
Use Pre-Chat to Gather Visitor Information and Set Context for the Agent
Implement a Custom Chat Window Using Visualforce
Use Post-Chat to Wrap Up the Chat Interaction with Your Customer
Set Up Direct-to-Agent Chat Routing with the Deployment APIs
PDF

Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

addCustomDetail.doKnowledgeSearch

Use the knowledgeSearch method to automatically search for Knowledge articles based on criteria in a pre-chat form.

Usage

Retrieves a custom detail value from a pre-chat form when a customer requests a chat with an agent. After an agent accepts the chat request, this value is used as a search keyword to find articles in the Knowledge One widget. The doKnowledgeSearch() method conducts a search by using the value parameter in the addCustomDetail method. Available in API version 31.0 and later.

Syntax

liveagent.addCustomDetail(String label, String value, (optional) Boolean displayToAgent).doKnowledgeSearch()