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:

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

Payload:

{
  "visitorId": "04850f2-ee0d-47a9-aff5-39ee47f294f9",
  "fields": {
    "subject": { "value": "GC110 malfunction" },
    "description": { "value": "My GC110 electrical panel is cutting off intermittently" }
  }
}

The API returns the following payload:

{
  "documents": [
    {
      "title": "GC110 Series Electrical Panel Troubleshooting",
      "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,
        ...
      }
    }
  ],
  "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 and Coveo for Salesforce case deflection component 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.

If you’re working in the Salesforce environment, use the CaseAssistApiClient to leverage the Service API in Apex. The CaseAssistApiClient will handle some of the complexity for you.

Where Should I Start?

To learn how to configure and request case classifications and document suggestions, see the Usage page.

You may also want to check out the interactive reference documentation available through Swagger UI.

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