Understanding Entity Context

Embedding a Coveo Insight panel in entity forms is very likely to increase your Dynamics users’ productivity, as this panel allows them to search all available data without leaving the entity page with which they are working (see Getting Started With Insight Panels). In addition, you can leverage entity context for further efficiency, ensuring that the results presented in your users’ Insight panel are immediately relevant to the displayed entity. As a result, as soon as an entity loads, users are presented with items that may be what they need next. This proactive feature of Coveo for Microsoft Dynamics 365 offers the most relevant information for each entity that is opened, without requiring any input from the user.

You embedded an Insight panel in your support case pages (see Adding a Coveo Search Page to an Entity View). You open case Noise from product, which has the following details and description:

Case details and description

The table below shows how leveraging entity context in the Insight panel makes the search results immediately relevant to the entity next to which they are displayed. On the left-hand side, the search results automatically displayed in the panel are not necessarily related to 3D printers, and a user viewing the case must type keywords in the search box to find the desired content. On the right-hand side, however, relevant items are automatically proposed.

Without case context With case context
Results without context Results with context

The context of an entity is a set of key-value pairs that Coveo for Microsoft Dynamics 365 retrieves from an entity data and provides to the Insight panel embedded in this entity. These values are used as keywords for an invisible query to the Coveo Index that is made as soon as the entity and the panel are loaded. The search results returned in the panel are therefore based on the content of the entity in which the panel is embedded, so that they are relevant to the user’s work, although this user has not typed anything in the search box yet. See below for further details on this process.

By default, no context is transferred from the entity to the Insight panel. Coveo for Microsoft Dynamics 365 leaves it up to you to decide in which entity the Insight panel should be provided with entity context, and, in such case, which entity field values should be passed to Coveo. This article details how the contextual data is handled by Coveo for Microsoft Dynamics 365, and Leveraging Entity Context in the Insight Panel explains how you can implement this feature and leverage entity context in your Insight panels.

When an Insight Panel is embedded in an entity form and entity context is leveraged (see Adding a Coveo Search Page to an Entity View and Leveraging Entity Context in the Insight Panel):

  1. The Refined Query component retrieves and transfers the values of the desired fields the Coveo Machine Learning service (see Refined Query).

    Your Insight panel is embedded in your case entity form. The field of which the values are passed to Coveo Machine Learning are title and description. When a customer agent opens a case titled TV displays error message, Machine Learning receives the following strings, which are the case title and description: TV displays error message and When customer presses the Power button, the TV (model AGK7329), the screen lights up, but stays displays the following error message in yellow on black background: Failure to connect ERR0327298. Customer states that this error does not appear in the owner's manual. Customer ensured that all cords are properly connected to the TV. After about 5 minutes, the TV turns off by itself.

  2. Coveo Machine Learning applies its Intelligent Term Detection (ITD) feature to determine which keywords in the provided content are the most important, i.e., the most likely to match relevant items when queried.

    Selected keywords are: AGK7329, Failure, connect, and ERR0327298. Although TV is common to both strings and occurs several times in the case description, it is not selected as one of the important terms since it is susceptible to match many items, with few of which being actually relevant to the support case.

  3. The keywords extracted from the case title and description are used in a query made to your Coveo Index. This query is “invisible” to the Dynamics user, as it is made automatically and nothing appears in the search box.

  4. The search results are returned in the Insight panel.

    The results returned match the keywords considered to be the most specific to this case:

    • Knowledge Article Troubleshooting TV Models AGK7328, AGK7329, and AGK7330
    • Case support TV displaying error 0327298
    • PDF Owner's Manual - TV AGK7329
  5. If the customer support agent edits the fields that are provided to the Insight panel for context, the Form Changes Detection component detects the changes, and the process restarts from step 1 (see Form Changes Detection). The new field values are evaluated, the most relevant keywords are extracted and queried, and the corresponding results are displayed.

  6. If the support agent is not satisfied with these search results, they can enter keywords in the Insight panel search bar to find more suitable content. The context keywords are then not taken into account anymore, unless you decide otherwise (see Refined Query).

What’s Next?

Activate Intelligent Term Detection and leverage entity context in your Insight panel for more proactivity (see Activating Intelligent Term Detection in Coveo for Microsoft Dynamics 365 and Leveraging Entity Context in the Insight Panel).

Beside in an Insight panel, you can also take advantage of the custom context in: