All of the software products we sell and support at my company share the same terminology, so keyword-based search engines were failing to differentiate between products and promote the relevant articles in the search results.

We were looking for a solution that could easily fit into our existing page designs, and the team at xFind was a dream to work with, accommodating all our unique requirements in a quick deployment schedule. The service is excellent!

The xFind search results are a vast improvement over Salesforce's built-in search engine, and the service is excellent - I can't think of anything we did not like!

xFind is definitely a useful tool. based on my personal search preferences I think there are some changes that could improve the tool even further. nevertheless overall a great tool with stellar support!

not only it suggests relevant information from the same platform (Salesforce) but it also provides suggestions from Jira which makes everything much more convenient. It shows the status of a case(approved/waiting for customer/etc) which is very useful and also how old the case is- all this is displayed in the main results list without me needing to enter each case. the team is VERY receptive. they reply very fast to all our inputs and almost always follow up on them

sometimes the description of a Salesforce case is very short or not relevant to the actual issue. In that case I might proceed with making an xFind search for terms that can be unrelated to the data that already exists in the page. Sometimes it seems that the suggestions are still more related to the info present in the page and not close enough to the input keywords I provided. (Disclaimer: my search practice relies on checking the title of each case from the xFind suggestion list.) I think that when the search option is used xFind should rely mostly(/entirely) on the keywords provided (and less/not at all) on the data in the page and should match it with the titles of similar cases. i have to say that I reported this when the search did not care almost at all of my input- and the xFind team was receptive and made adjustments. So adding these further improvements will just make the tool even more practical

I have to use it more to find if I will keep using it, but for now its been a rollercoaster, some times good some times bad.

Its great when you want to find an article related to the ticket your working on, and also gives a lot of similar articles that have some of the same wording

at first struggle with the software, for a few or many times it didn't find something related on, it based a lot on the title of the ticket and was not much helpful

Helps me be quicker and more effective

It allows me to open a case that I'm working on and immediately see useful information and similar issues that were resolved before, giving me access to quick and easy ideas on the resolution options from the get-go

I think more customization would be useful Ability to choose which sources of data I see first, customizing the cutoff for the number of results, have the option to use as a search engine without it taking into consideration the other aspects of the case (it's easier to use than the salesforce at the top of the page, but doesn't give as much wight as it should to my search terms in my opinion) On another note, it would be easier to tag if I had the option to do that from the new tab I open with the related case Or some other way to show a prompt on the case I just clicked to remind me.

It's a great tool, escential for the daily work of the team

It let me do my work faster, and it make it easy to do simple but tedious investigation tasks.

Sometimes it's search engine seams odd, some articles are not found on xfind, even if the title and content is very relevant to the affected ticket. So I have to search mannually con Confluence for the article.

This software allows me to be more efficient. I work every day solving tickets and documentation is needed. xFind helps me a lot while looking for the correct documentation and doing it fast.

I haven't found cons yet. The software always works properly.

the ability to integrate with different software, specifically Zendesk and Atlassian tools

Don't really have much to say as I don't have knowledge into its competitor tools

I am very satisfied; I think it is beneficial and valuable when searching similar cases and answers from the past.

It is really easy to use (automated) I can get help whenever necessary. It is so simple and you get used to using it.

I would add a button that will pop up or that I could decide the location of it in the browser.

Great tool for searching, usually delivers good results

Easy to use, has great integration with Salesforce. The learning algorithm helps a lot

Focused search is not deep enough, would like this one to be expanded in the future

A very good and light software, it helps me to search for similar cases in salesforce

After the last update of xFind, it's more comfortable to use

Integration with Jira may be a good upgrade

Overall the experience has been good and provided helpful results.

xFind does a great job at finding unique keywords in more obscure cases. These can be the harder cases to solve at times, so it can really provide a quick win for difficult situations

This is kind of the opposite as above. Cases that have more generic terms require more digging, but this is really an issue with any search application and not find specific, but it would be nice to see xFind excel in these areas.

I appreciate the fast load times as it makes it quicker than manually searching on our different knowledge bases

The ability to quickly exclude tags that are influencing the search result. Sometimes the relationship between result provided is just that they are both the same "type" of article or ticket and it would be useful to be able to exclude those results and focus only on text content. Maybe having persistent user settings will make the tool more useful in this regard

It helps when onboarding new staff - before they even have the vocabulary to search, xfind helps them contextualize conceptss and grow industry-specific vocabulary.

I don’t have any complaints. Every update adds features/functionality that benefit my team.

Ease of use and able to efficiently search resources for daily work

Too many results that may not be related on the search needed

I like that it searches for the related cases, and topics in 3 different sources.

There is nothing to mention, it works good.