Feature Request

Current behavior: There is no export or import functionality for URL Mappings, and no way to apply a mapping to multiple KB widgets at once. Each widget's mappings must be added and managed individually, one widget at a time. Problem: Previously, we used a single KB widget, so managing URL mappings in one place was manageable. Now we use multiple KB widgets, and some URL mappings are common across them. There's no way to add a mapping once and have it apply to multiple widgets, or to check which common mappings already exist on one widget versus another, it requires manually re-creating and cross-checking each mapping per widget. Not only for multiple KB widgets, but even if we want to test something on sandbox, we have to add all the mappings manually which is a lot of manual effort and huge turn off because of how hard it is to check which URLs have been added and which are left, especially if you have hundreds of URL mappings in the list. Requested behavior: Allow a URL mapping to be added and applied across multiple selected KB widgets at once (e.g., select Widget 1 and Widget 2 when creating/editing a common mapping), instead of having to manually re-create the same mapping separately in each widget.

Current behavior: The URL Mapping list has no search functionality. With a large number of mappings (we are already approaching 1000), finding a specific existing mapping requires manually paging through the entire list. Problem: As the number of URL mappings grows, maintaining them becomes increasingly difficult. To update a mapping created in the past, there's no way to search or filter by URL, the only option is to scroll/page through the full list one entry at a time to locate it. This is time-consuming and doesn't scale for customers like us with large mapping volumes. Requested behavior: Add a search bar within the URL Mapping section that lets customers search by URL or other keywords, to quickly locate and update existing mappings, instead of manually browsing the full list.

The URL mapping feature to have the import functionality.

If there are 5 articles and we have to include a new article at the 2nd position, currently we have to delete articles 2-5 and then include the new article and then add back articles 2-5. Instead we should be able to add a new article and the rearrange the order.

This request was created on behalf of Lotem As per the current implementation in the widget, for URL Mapping the articles will be shown under 'Knowledge base' tab. It would be better if it gets opened in the 'Page Help' tab and there is an option to hide the 'Knowledge base' tab. Thank you.

Enable customizable homepage widgets that can be filtered by category or tag. For instance, if I wanted to generate a list of the most recent articles published in a specific category, I could add the "Recently Created Articles" widget, and then select that desired category in the filter settings.

The widget should expose a supported, documented JavaScript method accessible from the host page that allows external code to trigger a search with a dynamic string at runtime. For example: window.document360('search', 'query term'). Currently all command variants passed via the widget's global function are accepted silently but have no effect on the widget panel, and there is no documented public API surface for this. Use case: A media and services enterprise embedding the widget inside a service desk platform needs to pass the active case title to the widget via JavaScript on page load — so agents see relevant KB results automatically when opening a ticket. A clean, documented JS API would allow this without relying on any undocumented internals. How this helps users: Gives developers a supported, stable integration point for passing dynamic context into the widget from the host application. Particularly valuable for service desk, CRM, and enterprise platform integrations where the host app has context the widget should act on automatically.

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.

The KB widget's custom button image is restricted to a fixed size, with no option to adjust or increase its dimensions, especially when the widget is added to a custom application. Having control over the image dimensions would allow teams to maintain visual consistency and improve the overall appearance of the widget.

Customer would like to track knowledge Base Assistant data using Google Analytics.