Adding a Contextual Query to the Coveo Insight Panel Classic Component

The default Coveo Insight Panel Classic Component (see Integrating a Coveo Insight Panel Classic Component) provides search results that are relevant to the Salesforce case being reviewed, based on basic case fields such as the Subject. You can improve the search result relevance by adding a custom contextual query to your Coveo Insight Panel Classic Component.

You can easily add such contextual queries using the Interface Editor. You, however, need a good grasp of your Salesforce objects and fields to ensure that you pick fields that can best improve the relevance.

Your cases feature a Product field for which customers must select a value when entering a case. You can add a contextual query to your Coveo Insight Panel Classic Component, automatically including the product specified for the case in the query, ensuring the Coveo Insight Panel Classic Component search results include the product name, which helps to get more relevant results.

This procedure explains how to add a contextual query to the Coveo Insight Panel Classic Component with the current Interface Editor, which was introduced in the July 2016 release of Coveo for Salesforce.

  1. Log in to Salesforce using an administrator account, if not already done.

  2. In your Salesforce support console, navigate to a case to see your Coveo Insight Panel Classic Component.

  3. In the Coveo Insight Panel Classic Component, below the search box, click Customize Panel.

  4. In the JavaScript Interface Editor, click UI-Settings at the top left of the page.

  5. Select Related Items.

  6. In the Include box, select one or more case fields for which the content should be automatically included in the query.

  7. Save your changes by clicking Apply.

    The changes made from the Interface Editor are effective immediately after saving.

When you want to take advantage of your developer skills, you can also use the Query component to add more sophisticated dynamic filters:

  1. In the Interface Editor, in the UI Settings page, under Select a setting, select the Query component.

  2. Fine-tune the search results relevance by entering an appropriate query extension (see Query Extension Language).

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