Activating Machine Learning Intelligent Term Detection (ITD) in Salesforce

Coveo for Salesforce 2.38 (February 2017)

As of the February 2017 release of Coveo for Salesforce (2.38), you can use Coveo Machine Learning Intelligent Term Detection (ITD) to select important words from large queries to be used as the query. This can be especially useful in the case creation components, where the sent query is the user’s case submission (see Integrating a Case Creation Page).

Without ITD, Coveo for Salesforce usually uses the $some query extension (see $some) to reduce large queries.

  • When currently using $some, ensure that you follow the leading practices from Step 3 - Port Your Customizations.

  • With ITD activated, your context is sent using the lq expression instead of the q expression (see Large Expression).

  • ITD falls back to $some when there is not enough data for Machine Learning to propose results.

  • Since the Description field often contains relevant keywords and is not automatically selected when enabling ITD, you should add the selected values under Related Items (see Adding a Contextual Query to the Classic Insight Panel).

To activate ITD, you need to enable it in your pipeline as well as in your Coveo for Salesforce components.

Step 1 - Activate ITD in Your Pipeline

The first thing to do is to activate ITD in the appropriate pipeline in the Coveo Cloud administration console.

  1. Ensure that you have a Coveo Machine Learning model activated in the appropriate pipeline (see Adding and Managing Query Pipelines).

  2. Log into your Coveo Cloud organization.

    1. For organizations in Coveo Cloud V1, see Logging Into Coveo Cloud V1.

    2. For organizations in Coveo Cloud V2, see Logging Into Coveo Cloud V2.

  3. Under Search Optimization (Cloud V1) or Search (Cloud V2), select Query Pipelines.

  4. Select your case deflection pipeline.

    1. For Coveo Cloud V1, click the name of the pipeline.

    2. For Coveo Cloud V2, select the pipeline, and select Edit Components.

  5. Under Machine Learning, select the Tune Relevance model, and select Edit.

    For Cloud V1, you must select the Actions icon, and select Edit Model.

  6. In the Edit a Machine Learning Model window, expand the Impact on relevency tab.

  7. Check the Enable Intelligent Term Detection (ITD) box.

  8. Save your modification by selecting Save.

    Changing a setting in a Coveo Machine Learning model may take up to an hour before taking effect.

Step 2 - Activate ITD in Your Coveo Component

Now that ITD is activated in your Coveo Machine Learning model, you need to enable it in the component itself.

Activate ITD in Your Coveo Case Creation Component

  1. In Salesforce, access your Case Creation component.
  2. Open your Component Interface Editor.

    With Coveo for Salesforce V3 With Coveo for Salesforce V2

    In the top-left corner of the component, click the Edit button.

    In the lower-right corner of the component, click the arrow button to expand the box; then, click Edit.

    When doing this in a community case creation component, remember to switch to Preview mode.

  3. In the Interface Editor, select the cog icon at the top left of the page, and select Case Creation.

  4. In the Case Creation panel, ensure that the Use $some QRE box is unchecked.

  5. Save your changes by selecting Save.

Your case creation component should now use Coveo Machine Learning Intelligent Term Detection.

Activate ITD in Your Coveo Classic Insight Panel

This step is only for the Coveo Classic Insight Panel (see Integrating a Coveo Classic Insight Panel).

To follow the steps for the Coveo Lightning Insight Panel, see Integrating a Coveo Lightning Insight Panel.

Pro and Enterprise editions only

In the Classic Insight Panel, the query is usually the case title. Since some case titles can be long, you may want to activate ITD to refine the query to only the most relevant terms.

  1. In Salesforce, access your Classic Insight Panel.

  2. Access the Interface Editor by selecting Customize Panel.

  3. Select the cog icon at the top left of the page, and select Related Items.

  4. Ensure that the Use $some QRE for related items box is unchecked.

    For more information on this option, see BoxQuerySome Component - useSomeQRE.

  5. Save your changes by selecting Save.

Your Classic Insight Panel should now use Coveo Machine Learning Intelligent Term Detection to refine large queries.

Step 3 - Port Your Customizations

When using ITD, your customizations may need to be adapted. For ITD to work, you need to completely deactivate the $some extension, as well as ensure that the search interface is only initialized after a query has been passed through the lq parameter.

The following steps ensure that you are compliant with those requirements: