Search in Salesforce gets to know you as soon as you start to use the app and tailors your results to how you work. You can easily access search globally, quickly find your data with cross-entity typeahead and intelligently organized results.
My role as the design lead is to work with PMs, engineers, writers, designers and researchers to create a search framework that meets the needs of our customers and supports business goals. My responsibilities include delivering interaction and interface design, conducting user interviews and usability testing, and partnering with Search leadership to help define product roadmaps.
As a Sales user, I need to quickly find my Accounts, Opportunities and Contacts so that I can close more deals, nurture customer relationships and generate new business.
As a Service user, I need to find Articles and Cases so that I can quickly and successfully close my customer cases.
As an Admin, I need to customize my search layouts, synonyms, promoted search terms and other parts of search to best fit the unique needs of my users.
As a Community Manager, I need to customize search to better support the needs of my customers and to align the look and feel with our brand.
When building Search we conduct moderated usability testing and search log analysis, go on site visits, conduct customer interviews (and more), all to make sure we're delivering products and services that add value to our users.
Our Sales Deal Closer is preparing for a meeting with a prospective customer and needs to do some background research to find any existing Opportunities, valuable Contacts or hot Leads.
When search is focused, users find their last five accessed records and apps, giving easy access to important records they've recently been working on.
"I love the recent records. It helps me quickly get back to something I was just doing."
If users don't find the record they're looking for from their recent records, they can start typing to find instant results from the objects that matter the most to them. After we released cross-entity typeahead, we found that 45% of users found what they needed without ever executing a full-search, a 20% increase from recent records and single object typeahead.
After executing a full search, the user has the most relevant results across Salesforce, giving them all of the information they needs for their upcoming meeting.
Top Results intelligently queries and organizes your results and groups them by record type, helping you find what you're looking for ~98% of the time without ever needing to scroll.
"Top Results is really easy to scan. I like how everything is grouped together..."
For users needing more control, they can narrow their scope of search to a single record-type. This is especially powerful for users that know exactly what they're looking for.
After choosing to narrow the scope of your search, a "pill" is added to the input which can be cleared to return back to a global state.
Pre-filtering allows users to define specific criteria for their search to find only the results that matter most to them.
Snippets and highlighting guides the user to the most relevant content in their results.
"I love that the word I searched is highlighted. It lets me know exactly why something was returned and where I should look."
Many customers need to search data sources outside of Salesforce. Our customers often use many different tools in their roles, and giving them access to all of their data in one place helps them work more successfully.