Integrating a Coveo Classic Insight Panel

Pro and Enterprise editions only

A Coveo Classic Insight Panel automatically pulls information related to the Salesforce object that is currently selected, thus automatically providing contextually relevant information.

This article describes how to add an Insight Panel in a Salesforce Support Console as a sub tab component in the right sidebar.

It is the Classic equivalent of the Coveo Lightning Insight Panel (see Integrating a Coveo Lightning Insight Panel).

  1. If not already done, log in to Salesforce using an account that has the permissions to set up a Salesforce Console for Service.

  2. If you do not yet have a console, create one (see Setting Up a Salesforce Console for Service).

  3. From the Force.com App Menu, select the console in which you want to create the Insight Panel.

  4. Select a Case item, and then click the Edit Layout icon (EditLayoutIcon).

  5. In the Case Layout editing box at the top of the page, on the right of the Case Layout bar, click the Custom Console Components link.

  6. In the Custom Console Components page, configure a Coveo Insight Panel in the same type of tab (Sub tab or a Primary Tab) as the one in which cases open in your console.

    You can see how your console is configured to open cases from your console configuration page (Setup > App Setup > Create > Apps, and clicking Edit on the console line) by looking at the Choose How Records Display section.

    Under Primary Tab Components or Sub tab Components > Right Sidebar or Right Sidebar (Knowledge Sidebar):

    1. In Style, select Stack, the recommended option.

    2. In Width (Pixel), enter a desired default sidebar width. A value of 400 px is recommended.

    3. In Type, select Visualforce Page.

    4. In Component, type PanelForCases, and then click the look up icon (LookupIcon) to find and select the CoveoV2 Insight Panel for Cases component.

      The Coveo for Salesforce V2 package currently only includes the PanelForCases Visualforce component. A developer can however easily duplicate this component and adapt it for other Salesforce object types, such as Account.

    5. In Label, you can leave the box empty when you want to save the panel real estate, or enter a title such as Coveo Insight Panel to clearly identify the purpose of the panel.

    6. In Height %, enter the recommended value, which is 100 %.

    7. At the top of the page, click Save.

    8. In the Case Layout editing page, click Save.

      You might have to refresh your case to see the Insight Panel.

  7. In the new panel, when the Insight Panel is not yet configured, click Set Up a Search Page in the box that appears to initiate the search page creation process.

  8. In the Setup Search Page page that proposes search tabs for the detected index content:

    1. When you do not want all the proposed tabs (All Content, Chatter Content, Salesforce, and Salesforce Cases in the example), deselect the one(s) you do not want.

    2. When you want to immediately create more tabs, even for content types that are not yet indexed, click More Tabs, and then select the desired tabs.

    3. Click Create Page.

      The Insight Panel appears, showing content pulled from the index that is related to the currently selected case.

  9. Select a different case to see the Insight Panel content changes.

What’s Next?

You can customize the Insight Panel with the Interface Editor (see Interface Editor). You can also create a custom Insight Panel without using the Interface Editor (see Creating a Custom Classic Insight Panel).

If you initially installed the application for administrators only, you need to give permissions to your Salesforce users once your Insight Panel is completed (see Granting Salesforce Users Access to the Coveo Classic Insight Panels).