---
title: Customer Service API
slug: '3321'
canonical_url: https://docs.coveo.com/en/3321/
collection: apis
source_format: adoc
---
# Customer Service API
## What's the Coveo Customer Service API?

The Customer Service API exposes endpoints which allow you to retrieve document and classification suggestions while a support case is being created.

**Example**

A client is creating a support case with the title `GC110 malfunction` and the description `My GC110 electrical panel is cutting off intermittently`.
You have previously created a document suggestions configuration to request suggestions for the type of issues that your end users create.

You make the following request to the Customer Service API:

```http
POST https://platform.cloud.coveo.com/rest/organizations/myorganizationid9sd8df7s/caseassists/myc45ea55-isti-d9d5-8f1d-81be8e739b70/documents/suggest HTTP/1.1
Authorization: Bearer ********-****-****-************
```

**Payload:**

```json
{
  "clientId": "04850f2-ee0d-47a9-aff5-39ee47f294f9",
  "fields": {
    "subject": { "value": "GC110 malfunction" },
    "description": { "value": "My GC110 electrical panel is cutting off intermittently" }
  },
  "analytics": {
    "capture": true
  }
}
```

The API returns the following payload:

```json
{
  "documents": [
    {
      "title": "GC110 Series Electrical Panel Troubleshooting",
      "uniqueId": "84.72597$https://na174.salesforce.com/5017g000000vLFgBCM:2",
      "hasHtmlVersion": true,
      "clickUri": "https://na174.salesforce.com/5017g000000vLFgBCM",
      "excerpt": "The GC110 series electrical panel needs to be reset using the following process if it begins to turn on and off without warnin...",
      "fields": {
        "syssfcreatedbyid": "0056g001172vCuBMAU",
        "sfsystemmodstamp": 1578952955001,
        ...
      }
    }
  ],
  "responseId": "2394cnd8-8dnc-3nc9-k432-9dn2nd8f93nd",
  "totalCount": 1
}
```

You then suggest that solution item to the client before they even finish creating their case, resulting in case deflection!

## When Should I Use the Coveo Customer Service API?

The [Coveo for ServiceNow Case Deflection panel](https://docs.coveo.com/en/2111/) and [Coveo for Salesforce Case Deflection component](https://docs.coveo.com/en/1163/) provide features that overlap with the Service API.
These built-in case deflection widgets are difficult to customize, so you should use the Service API whenever they don't meet your needs out of the box and would require customization.

You should [manage your document and classification suggestion configurations though the Coveo Administration Console](https://docs.coveo.com/en/3328/), and use the API directly only to retrieve document and case classification suggestions.

If you're working in the Salesforce environment, use the dedicated [Coveo Quantic Case Assist components](https://docs.coveo.com/en/quantic/latest/reference/case-assist-components), as they will handle most of the complexity for you.

Outside of the Salesforce environment, use the dedicated [Coveo Headless Case Assist controllers](https://docs.coveo.com/en/headless/latest/reference/modules/Case_Assist.html), which wrap Customer Service API calls and also handle logging usage analytics events for you.

## Where Should I Start?

To learn how to configure case classifications and document suggestions, see [Manage Case Assist Configurations](https://docs.coveo.com/en/3328/).

To learn how to retrieve case classifications and document suggestions, see the [Usage page](https://docs.coveo.com/en/3326/).

You may also want to check out the interactive reference documentation available through [Swagger UI](https://platform.cloud.coveo.com/docs?urls.primaryName=Customer%20Service).

## Related Documentation

- [Manage Case Assist Configurations Using the Coveo Administration Console](https://docs.coveo.com/en/3328/)

- [Coveo Quantic Case Assist components](https://docs.coveo.com/en/quantic/latest/reference/case-assist-components/)