Support dynamic initial search query via URL parameter in the widget
under review
N
Nutritious Wildcat
The widget should be able to read a query parameter (e.g. ?query=invoice) from the host page URL at runtime and automatically trigger a search with that value when the widget loads or opens. Currently, URL Mapping's Show search results action only supports a fixed search term configured at setup time — it cannot read a dynamic value from the URL.
Use case: A media and services enterprise embeds the Document360 widget inside SAP Service Cloud V2. When a service agent opens a support ticket, the SAP case title should automatically populate as the initial search query in the widget — without the agent having to type anything. Their host page is served by a middleware integration layer and can pass the case title as a URL parameter at runtime.
How this helps users: Reduces agent effort significantly, surfaces relevant KB articles instantly in context, and makes the widget a genuine ticket deflection tool inside service platforms. Agents get immediate, contextual KB results the moment they open a case.
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D
D360 Product Management
updated the status to
under review
K
Kavya
Hi Ink Ladybug , Nutritious Wildcat,
Thank you for sharing this request.
We understand the requirement for the KB Widget to dynamically read query parameters from the host page URL and automatically perform a search using that value when the widget loads or opens.
The use case of integrating the widget within platforms such as SAP Service Cloud, where contextual information (e.g., ticket title, case subject, or issue summary) is already available in the host application, could significantly improve agent productivity by surfacing relevant knowledge base articles without requiring manual input.
This request is currently under review. We are evaluating the feasibility of supporting dynamic query parameter-based searches and extending the current URL Mapping capabilities beyond fixed, preconfigured search terms.
We'll share updates once we have more clarity from our assessment.
I
Ink Ladybug
Also the search in the kb-widget is better than with the API. This would be really great!