Coveo Cloud New Features

The Coveo Cloud platform is where your Coveo Cloud organization index is hosted and Coveo for Salesforce is the application that brings the power of Coveo inside your Salesforce environment. Coveo Cloud platform and Coveo for Salesforce updates are regularly made available to offer new and improved features.

September 24, 2019 Update

Coveo Cloud V2

New Sources page

Improved “Sources” Page Design

The Sources page has undergone some design improvements to better display source status and operation information. Specifically, a Last operation column has been added to show operation details while the Status column now only indicates what each source is currently doing.

Additional changes will be implemented in upcoming releases.

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New Condition Operators

In the Add/Edit a Condition panel, the following operators are now available: Is empty, Is not empty, Is populated, and Is not populated. These new operators allow you to create conditions based on whether data is available for the selected object.

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Condition with Is Not Populated operator

September 10, 2019 Update

Coveo Cloud V2

Python version drop-down menu

Write Indexing Pipeline Extensions Using Python 3

Since Python 2 is about to be deprecated, you must start using Python 3 when writing indexing pipeline extensions. A Python Version drop-down menu is therefore available in the extension creation panel to allow you to indicate that your new extension is written using Python 3.

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Conditions Now Support Date Ranges

When creating a query pipeline condition, you can now enter a date range for the Query Time UTC object. This allows you to use a specific pipeline or apply pipeline rules only when queries are performed between two dates. You can use this object to show certain products at the top of the results list during promotions and sales.

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Selecting a condition date range

September 4, 2019 Update

Coveo for Salesforce (3.39) - Summer Release

LightningUserActions

Lightning User Actions

Empower agents with visibility of user actions from any page or component that generates usage analytics. With the User Actions component on the Lightning Insight Panel, agents can see a summary of clicked documents and queries performed by the customer as well as a full timeline of up to 2,000 recent events, so they can understand the customer’s journey and provide effective, personalized support.

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Viewed by Customer Icon

Enhance search results with inline user action data using the Viewed by Customer icon. The Viewed by Customer component can be added to any result template to show agents which content the customer has already viewed. This way, the agent can be prepared to answer questions about the relevant documents and share insight on other content the customer has not yet viewed.

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ViewedbyCustomericon

CommunityRecommendations

Community Recommendations

Engage customers with relevant supporting content using AI-Powered Recommendations. The Community Recommendations component displays what other users like you have viewed in similar sessions, based on their recorded search, click, and view events. This Lightning component is easy to add to any page in your Lightning Community and works in conjunction with the Page View Tracker component.

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Create Article Button

Agents can easily create knowledge articles in Lightning Experience with the Create Article button on the Lightning Insight Panel. When a content gap is found, agents can now start writing a new knowledge article without navigating away from the case.

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createarticlebutton

FlowsinResults

Lightning Flows in Search Results

Guide agents and customers to the right steps by surfacing relevant Flows in Coveo Search Pages. Flows can now be indexed and made searchable so agents and customers can take the right action when it’s needed most. You can add relevant keywords to each custom flow object to ensure the right relevance based on the customer or agent’s query and flows can be launched directly from the search results.

Attach Knowledge Articles in Multiple Languages

Agents can better support global customers with the ability to attach knowledge articles in multiple languages. The Attached Results component now shows the article in the specific language that was attached by the agent. This means agents can attach the same article in more than one language, or several articles in different languages.

AttachedResultsmultipleLang

Coveo for Einstein Bots (General Availability)

Coveo’s integration with Salesforce Einstein Bots brings relevant results from your entire ecosystem, i.e., content from inside and outside of Salesforce, into your bot experience. It is a pre-packaged set of Apex classes for use with Einstein Bots that leverages Coveo APIs to retrieve results from your Coveo index and send usage analytics. This enables rich reporting with the ability to follow the user’s journey across multiple interfaces, from your bot to your support site, to your contact page.

Coveo for Einstein Bots was previously a beta feature and is now generally available.

Custom Result Actions

Build custom result actions to enable better agent productivity using the new Result Quick Action. To enable Coveo customers to create result actions that meet their specific business needs, Coveo has created a base result action component that can be customized as needed.

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Support Parent Record Fields for Contextual Results

Deliver contextual recommendations using Parent record field values for even better Relevance. Parent records, up to five levels, can now be used to provide contextual results. This means you can show show relevant content beyond just the case fields for better possible solutions.

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Component Performance Metrics

Better understand and visualize how your Coveo Lightning components are performing in your organization. Add a URL string in the URL bar to compute the load times of existing Coveo Lightning Components. This enables the Coveo console timer, which provides information about the critical steps of each out-of-the-box Coveo components displayed on the page.

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Coveo for Salesforce B2B Commerce

Bring all the great AI-powered Search and Recommendation features of Coveo to Salesforce B2B Commerce, including rich search UIs with ability to customize the experience. Boost revenue and conversions by offering a search experience & personalized product recommendations that customers expect on your B2B store. Maintain complete control of product assortment and promotions, plus get complete visibility into what’s working and what could be improved with powerful analytics. Deliver a real omni-channel experience by unifying your commerce and community search and recommendations.

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Health Cloud Certification

Create more personalized and connected experiences using Coveo in Salesforce Health Cloud. Coveo is now certified for use in Health Cloud. You’ll notice our new “Designed to Work With” designation on our AppExchange listing. Use Coveo Lightning Components and index your Health Cloud content along with content across your enterprise ecosystem. Provide your care teams and patients with exceptional experiences. Moreover, the Coveo Cloud platform also offers a HIPAA Compliant environment, to ensure the protection of electronic personal health information (PHI) handled in the platform.

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Additional Coveo Platform Capabilities Now Available in Coveo for Salesforce

Dynamic Navigation Experience

In organizations created on May 21, 2019 or later, you can leverage Dynamic Navigation Experience (DNE) models. This new Coveo Machine Learning (Coveo ML) feature can modify search requests to fine-tune the ordering of facets and facet values, and provide slight ranking score boosts to items with relevant field values. DNE thus contributes to automatically increase the visibility of the most relevant items, facets, and facet values.

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The PromotedResultsBadge component adds a badge to promoted results in your interface so that ML boosted content or featured results are visually identified to the user.

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For organizations created after June 10, 2019, the query pipeline Featured Results component tab and panel have been improved. When creating a featured result rule in such an organization, you can now enter more than one statement, such as if query is "Coveo", and select more than one item to display when a query matches one of these statements.

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Missing Terms Component

This result template component renders a list of query terms that were not matched by the associated result item and allows the user to click the term to force a new query which includes the missing term.

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August 27, 2019 Update

Coveo Cloud V2

OCR options

Make Text in Images and PDF Files Searchable

When optical character recognition (OCR) is enabled for a source, Coveo Cloud extracts text from image files and/or PDF files containing images as they go through the indexing pipeline. OCR-extracted text is processed as item data, meaning that it is fully searchable and will appear in the item Quick View. This makes it easy, for instance, to search your scanned archives.

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Monitor the Crawling Module From the Administration Console

The Coveo Cloud administration console now offers a Crawling Module page for monitoring and update purposes. If you have installed the Coveo On-Premises Crawling Module to make your on-premises content searchable, you can use this page to review the state of the communication between Coveo Cloud and the Crawling Module, as well as the state of each of the Crawling Module components. If you have not installed the Crawling Module, a button at the top right of the page allows you to download it.

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Crawling Module page

July 30, 2019 Update

Coveo Cloud V2

OTCS source panel

Make OTCS Content Searchable

You can now use the OpenText Content Server (OTCS) source to add the content of a local server to your Coveo Cloud organization. This content can be shared, private, or secured (see Content Security).

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You can now edit the JSON configuration of a featured result rule. This is especially useful when you want to implement a rule that does not fit with the parameters available in the Edit a Featured Result Rule panel. For instance, if you want to target a query expression rather than specific items, you should use the Edit a Featured Result JSON Rule panel, as the regular panel does not allow such a target.

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Edit a Featured Result JSON Rule

June 26, 2019 Update

Important Announcement

Important Icon

Python 2 End-Of-Life

On January 1st, 2020, Python 2 will reach the end of life. Since Python is the programming language used to write indexing pipeline extensions, starting September 3rd, all extensions written in Python 2 will need to be translated to Python 3, and customers will be required to write new extensions using Python 3.

However, you do not need to handle the extension translation process yourself, unless you want to. The Coveo Cloud team will translate all customer Python 2 extensions to Python 3 and validate that the translations give the exact same results. You therefore do not have anything to do, except use Python 3 to write new extensions after September 3rd, 2019.

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June 18, 2019 Update

Coveo Cloud V2

New Web Source Options

The Web source now offers three new options related to robot directives that can be present in a web page. With these options, you can instruct the Coveo Cloud connector to respect or ignore noindex and nofollow directives when crawling a web page.

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Noindex and Nofollow options

Duplicate source action

Duplicate Sources

The Sources page now offers a source duplication action, which allows you to quickly create a source whose configuration is identical to that of an existing source. This is especially useful when you need to create two sources of which the configurations differ by a few parameters only.

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June 10, 2019 Update

Coveo Cloud V2

For organizations created after June 10, 2019, the query pipeline Featured Results component tab and panel have been improved. When creating a featured result rule in such an organization, you can now enter more than one predicate, such as if query is "Coveo", and select more than one item to display when a query matches one of these predicates.

Moreover, since you can now associate a language to each predicate, it is possible enter a predicate in several languages and identify the corresponding language version of an item to display at the top of the search results. This new feature makes it possible to create a single featured result rule to display the item version corresponding to the language in which the triggering query was made, thus improving the search experience of non-English speaking end users.

The improved Add a Featured Result Rule panel will be progressively implemented in organizations created prior to June 10, 2019 over the next weeks.

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New Add/Edit Featured Results panel

May 21, 2019 Update

Important Announcement

Important Icon

Update Your Atlassian Cloud Sources

Starting June 3rd, 2019, due to a change in Atlassian Cloud sites, Confluence Cloud and Jira Software Cloud sources will require an Atlassian account and an API token instead of a native user account and password for authentication. If you have such sources, you must edit them to provide the required information so that they continue to retrieve content after June 3rd, 2019.

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Coveo Cloud V2

Improved Add/Edit a Query Pipeline Panel

In the Add/Edit a Query Pipeline panel, you can now apply a condition to the pipeline you are creating or editing. The panel also includes a new Access tab, which allows you to determine which groups and API keys can access your pipeline.

Moreover, since access to query pipelines is now granular, you can edit groups and API keys to grant each of them the privilege to view, edit, and create query pipelines.

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New Add/Edit a Query Pipeline panel

Dynamic Navigation Experience

New Dynamic Navigation Experience Machine Learning Model

In organizations created on May 21, 2019 or later, you can leverage Dynamic Navigation Experience (DNE) models. This new Coveo Machine Learning (Coveo ML) feature can modify search requests to fine-tune the ordering of facets and facet values, and provide slight ranking score boosts to items with relevant field values. DNE thus contributes to automatically increase the visibility of the most relevant items, facets, and facet values.

[more]

April 19, 2019 Update

Coveo Cloud V2

Improved Hosted Search Pages

Newly created hosted search pages now use the latest available Coveo JavaScript Search Framework and Interface Editor versions.

Previously created hosted search pages retain their respective JavaScript Search Framework/Interface Editor versions. The ability to manually upgrade individual hosted search pages to newer versions will be introduced in a future release.

Improved Hosted Search Pages

March 20, 2019 Update

Coveo for Salesforce (3.29)

Enhance Your Salesforce Lightning Community With New Lightning Components

Coveo has introduced three new Lightning components available now in the Lightning Community Builder: Coveo Community Searchbox, Coveo Community Search, and Coveo Case Deflection. These Lightning Locker compliant components reinforce Coveo’s commitment on security while enabling new and interesting use cases, like embedding Coveo in a Lightning Flow.

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Lightning components

Deflect More Cases in Your Lightning Community

The new Coveo Case Deflection component provides contextually relevant solutions to Community users while they create a case. It leverages the native Salesforce Contact Support Form in your community and allows users to find self-serve content easily. Coveo Machine Learning uses Intelligent Term Detection (ITD) to display the most relevant results across your enterprise content, and learns and improves over time.

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One-Click Upgrade

Upgrade Your Coveo Free Edition Users’ Search Experience to a Coveo Pro Trial With One Click

The One-Click Upgrade feature allows Coveo Free Edition administrators to easily start a Coveo Pro Edition Trial. This trial offers users the opportunity to experience the benefits of the Coveo unified index and to retrieve external content from over 30 sources such as YouTube, SharePoint, and Web. During the trial, administrators can easily switch between the two experiences. If you are ready to move to Coveo Pro Edition, contact Coveo Sales.

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Provide Best-in-Class Search and Recommendations in Financial Services Cloud

Create more personalized and connected experiences using Coveo for Salesforce in Salesforce Financial Services Cloud. Coveo is now certified for use in Financial Services Cloud and now has “Designed to Work With” designation on its AppExchange listing. Use Coveo Lightning Components and index your Financial Services Cloud content along with content across your enterprise ecosystem. Provide your employees, partners, and customers with exceptional experiences.

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"Designed to Work With" designation

Settings menu

Build Dynamic Search Interfaces With the Coveo Interface Editor in Lightning

The JavaScript Search Interface Editor can now be easily accessed in Lightning! This allows for simple customization of Coveo components using click-to-code, drag-and-drop configuration instead of complex code. The Edit, Delete, and Advanced Configuration options are all available via the Settings (gear/cog) icon in the top-right corner of each component.

Deliver Relevant Experiences With Coveo for Einstein Bots (Beta)

Coveo’s integration with Salesforce Einstein Bots brings relevant results from your entire ecosystem, i.e., content from inside and outside of Salesforce, into your bot experience. It is a pre-packaged set of Apex Classes for use with Einstein Bots that leverages Coveo APIs to retrieve results from your Coveo index and send usage analytics. This enables rich reporting with the ability to follow the user’s journey across multiple interfaces, from your bot to your support site, to your contact page.

This integration is still a beta feature. Contact Coveo Sales if you are interested.

March 19, 2019 Update

Coveo Cloud V2

Review the Health of Your Coveo Solution

You can now use the Metric Alerts page to review anomalies for about 30 metrics that the Coveo Cloud platform actively monitors. An alert is only generated for persistent issues which require an investigation on your end to ensure nothing is broken in your Coveo implementation.

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Metric Alerts

February 6, 2019 Update

Coveo Cloud V2

Available Privilege Presets

Additional Sets of Privileges

When granting privileges to a user group, you can use the Preset drop-down menu to quickly and broadly set access levels. Options based on the built-in groups are now available.

You can save time by selecting the preset configuration closest to the privilege set you want to grant, and then editing the desired privileges.

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January 22, 2019 Update

Coveo Cloud V2

Discard Privilege Changes

When you edit the privileges of a group or an API key, a Discard changes button appears on the right-hand side of the privilege rows you modified, allowing you to revert all changes made for this privilege.

Moreover, in the service menu on the left-hand side, a number between parentheses indicates the number of edited privilege rows in the corresponding service that will be saved when you click Save.

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Discard changes button

January 8, 2019 Update

Coveo Cloud V2

Extension Access tab

Extensions Access Management

In the Add/Edit an Extension panel, the new Access tab allows you to manage which groups and API keys can view and/or edit your extension.

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New Relevance Index Metric

You can now take advantage of the new Relevance Index metric. Among its improvements, the formula on which the metric is based now introduces the concept of confidence. Thus, for the same proportion of Click-Through and the same Average Click Rank, the new Relevance Index value will increase proportionally to the number of times a query is performed.

The previous metric is still available and renamed Relevance Index (Legacy). Existing cards will use the Relevance Index (Legacy) until edited to report on the new Relevance Index. Having the new and previous Relevance Index cohabiting allows you to compare both metric values and decide whether you want to transition to the new metric.

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