--- title: Manage Case Assist configurations slug: '3328' canonical_url: https://docs.coveo.com/en/3328/ collection: service source_format: adoc --- # Manage Case Assist configurations The [**Case Assist**](https://platform.cloud.coveo.com/admin/#/orgid/service/case-assist/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/case-assist/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/case-assist/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/case-assist/)) page of the [Coveo Administration Console](https://docs.coveo.com/en/183/) offers various functionalities that help ensure that support cases are completed accurately and that end users find the information they need when they're filling out cases. These functionalities must be integrated in custom components to dynamically display relevant and case-related information to the end user as they're filling their cases. Available functionalities are: * [Document Suggestion](#configuring-the-document-suggestion-functionality) * [Case Classification](#configuring-the-case-classification-functionality) ## Configuring a Case Assist experience . On the [**Case Assist**](https://platform.cloud.coveo.com/admin/#/orgid/service/case-assist/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/case-assist/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/case-assist/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/case-assist/)) page, click **Create Case Assist**. . On the **Create a Case Assist Configuration** modal that opens, enter a **Name** for your Case Assist configuration, and then click **Next**. > **Important** > > The name you specify for your Case Assist configuration will also be used to generate the [search hub](https://docs.coveo.com/en/1342/) value. > Any change made to the name of your Case Assist configuration modifies the search hub value for future queries and will impact your [consumption dashboard](https://docs.coveo.com/en/1855#get-started-with-the-consumption-dashboard) metrics. . (Optional) Use the **Project** selector to associate your Case Assist configuration with one or more [projects](https://docs.coveo.com/en/n7ef0517/). > **Note** > > After the creation of your Case Assist configuration, you can update your Coveo project selection under the **Overview** tab. . Click **Create** to create your Case Assist configuration. . Configure your Case Assist functionalities by navigating the available tabs. ** [Document Suggestion](#configuring-the-document-suggestion-functionality) ** [Case Classification](#configuring-the-case-classification-functionality) > **Note** > > You can configure as many Case Assist configurations as you want. ### Configuring the Document Suggestion functionality The **Document Suggestion** functionality automatically suggests documents that are relevant to the case that's being filled by the end user. To achieve this, this functionality leverages [Coveo Machine Learning (Coveo ML)](https://docs.coveo.com/en/188/) [Intelligent Term Detection (ITD)](https://docs.coveo.com/en/207/). > **Note** > > The **Document Suggestion** functionality now supports document security permissions (see [Use Case Assist with secured content](https://docs.coveo.com/en/na6a5281/)). #### Prerequisite To configure **Document Suggestion**, you must create an [Automatic Relevance Tuning (ART)](https://docs.coveo.com/en/1013/) [model](https://docs.coveo.com/en/1012/) with the ITD option configured as specified in the article [Configure an Automatic Relevance Tuning model for Case Deflection or Case Assist Document Suggestions](https://docs.coveo.com/en/lc8b0514/). This model must also be [associated with the query pipeline](https://docs.coveo.com/en/l1ca1038/) dedicated to the Case Assist configuration you're creating. #### Configuring Document Suggestions . On the **Case Assist** subpage, select the **Document Suggestion** tab, and then click **Configure Document Suggestion**. . In the **Query pipeline** dropdown menu, select the [query pipeline](https://docs.coveo.com/en/180/) that contains the ART model complying with ITD. . In the **Preview** on the right, specify a subject and description to test how your configuration responds to different user input values. For example: ![Document Suggestion Preview](https://docs.coveo.com/en/assets/images/coveo-for-salesforce/doc-suggestion-final.png) > **Note** > > The **Preview** only depicts the Document Suggestion functionality. > It doesn't represent the final design of your page or user interface. . In the **Filter** box, optionally enter a [query expression](https://docs.coveo.com/en/2830/) to refine the items that should be suggested by the **Document Suggestion** functionality (for example, `@objecttype==Case`). . Click **Save** to activate your Document Suggestion configuration. ### Configuring the Case Classification functionality The **Case Classification** functionality automatically suggests classifications that relate to the case that's being filled by the end user. This functionality allows end users to easily and accurately classify their case as they're creating it. For support agents, the **Case Classification** feature ensures that they're tagged accurately when cases are routed to them. The feature also precisely classifies those cases for them. To configure [Case Classification](https://docs.coveo.com/en/m4596348/), first select a Case Classification method. This method determines how classification suggestions are generated. The available options are: * **Case Similarity** (Default) identifies cases similar to the one being written based on common vocabulary. The most common classifications from similar cases are suggested as classifications for the current case (see [Generate classification suggestions based on case similarity](https://docs.coveo.com/en/3328#generate-classification-suggestions-based-on-case-similarity)). This method is ideal when dealing with support cases that contain very little text (8 words or less). > **Important** > > Case Classification requests using the **Case Similarity** method are counted in [queries per month (QPM)](https://docs.coveo.com/en/1391/) (see [About queries](https://docs.coveo.com/en/l25h0358/)). * **Context Recognition** leverages natural language processing (NLP) techniques and a deep learning algorithm that takes into account common vocabulary, contextual nuances, and key concepts of the case description. Increasingly relevant classifications are provided over time (see [Generate classification suggestions based on context recognition](https://docs.coveo.com/en/3328#generate-classification-suggestions-based-on-context-recognition)). This method is ideal when dealing with larger support cases (8 words or more). #### Generate classification suggestions based on case similarity . On the **Case Assist** subpage, select the **Case Classification** tab, and then click **Configure Case Classification**. . Under **Classification suggestions based on**, ensure that the default **Case Similarity** classification method is specified. . In the **Identify reference cases** input, enter a [query expression](https://docs.coveo.com/en/2830/) that targets the cases for which the classification functionality should use the related data as input (for example, `@objecttype==Case`). . In the **Identify fields for classification** input, enter the [fields](https://docs.coveo.com/en/200/) that represent the classifications that you want the functionality to display to end users when they're creating cases. > **Note** > > To properly identify your fields in the **Identify fields for classification** input, use the field name as displayed in the **Name** column of the [**Fields**](https://platform.cloud.coveo.com/admin/#/orgid/content/fields/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/content/fields/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/content/fields/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/content/fields/)) page of the Administration Console. > **Important** > > The fields identified for classification shouldn't contain sensitive information, as these values could be exposed through the API. . [[preview-context-recognition]]In the **Preview** on the right, specify a subject and description to test how your configuration responds to different user input values. For example: ![Case Classification Preview](https://docs.coveo.com/en/assets/images/coveo-for-salesforce/case-classification-final.png) > **Note** > > The **Preview** only depicts the Case Classification functionality. > It doesn't represent the final design of your page or user interface. . Click **Save** to activate your Case Classification configuration. #### Generate classification suggestions based on context recognition . On the **Case Assist** subpage, select the **Case Classification** tab, and then click **Configure Case Classification**. . Under **Classification suggestions based on**, click **Edit** to select a Case Classification method other than the default. . Enable Context Recognition as follows: .. On the **Select a Classification Method** modal, select **Context Recognition**. > **Important** > > To enable Context Recognition, you must first [create a Case Classification model](https://docs.coveo.com/en/l57f1282#create-a-cc-model). > If no model exists, you can't select this option. .. Click **Confirm**. .. On the **Case Classification** tab, select a Case Classification model from the **Activate a Case Classification model** dropdown menu. . [[preview-context-recognition]]In the **Preview** on the right, specify a subject and description to test how your configuration responds to different user input values. For example: ![Case Classification Preview](https://docs.coveo.com/en/assets/images/coveo-for-salesforce/case-classification-final.png) > **Note** > > The **Preview** only depicts the Case Classification functionality. > It doesn't represent the final design of your page or user interface. . Click **Save** to activate your Case Classification configuration. ## Retrieving a Case Assist ID The Case Assist ID uniquely identifies a target Case Assist configuration. It's used by the [Customer Service API](https://docs.coveo.com/en/3321/) to update existing Case Assist configurations, as well as to retrieve case classifications and document suggestions. . On the [**Case Assist**](https://platform.cloud.coveo.com/admin/#/orgid/service/case-assist/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/case-assist/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/case-assist/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/case-assist/)) page, double-click your Case Assist configuration. . On the **Case Assist** subpage that opens, on the **Overview** tab, click icon:clipboard-text[alt=clipboard-text,width=16] to copy the Case Assist ID to your clipboard. You have successfully retrieved the Case Assist ID. You can now use it to connect the target Case Assist configuration with your integration (see [Customer Service API Usage](https://docs.coveo.com/en/3326/)). ## Deleting a Case Assist configuration . On the [**Case Assist**](https://platform.cloud.coveo.com/admin/#/orgid/service/case-assist/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/case-assist/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/case-assist/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/case-assist/)) page, click the Case Assist configuration you want to delete, and then click **Delete** in the Action bar. . Click **Delete** to confirm. ### Deleting a Document Suggestion configuration . On the [**Case Assist**](https://platform.cloud.coveo.com/admin/#/orgid/service/case-assist/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/case-assist/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/case-assist/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/case-assist/)) page, click the Case Assist configuration for which you want to delete the pass:q,a[Case Classification] configuration, and then click **Edit** in the Action bar. . On the **Case Assist** subpage, select the pass:q,a[**Case Classification**] tab, and then click **Delete Configuration**. . Click **Delete** to confirm. ### Deleting a Case Classification configuration . On the [**Case Assist**](https://platform.cloud.coveo.com/admin/#/orgid/service/case-assist/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/case-assist/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/case-assist/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/case-assist/)) page, click the Case Assist configuration for which you want to delete the pass:q,a[Case Classification] configuration, and then click **Edit** in the Action bar. . On the **Case Assist** subpage, select the pass:q,a[**Case Classification**] tab, and then click **Delete Configuration**. . Click **Delete** to confirm. ## Related developer documentation * [Coveo Customer Service API](https://docs.coveo.com/en/3321/) * [Coveo Quantic Case Assist components](https://docs.coveo.com/en/quantic/latest/reference/case-assist-components/)