Manage Case Assist Configurations

The Case Assist page of the Coveo Administration Console 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:

Configuring a Case Assist Experience

  1. On the Case Assist page, click Create Case Assist.

  2. On the Create a Case Assist Configuration modal that opens, enter a Name for your Case Assist configuration, and then click Next.

  3. Click Create to create your Case Assist configuration.

  4. Configure your Case Assist functionalities by navigating the available tabs.

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) Intelligent Term Detection (ITD).

Prerequisite

To configure the Document Suggestion functionality, you need to create an Automatic Relevance Tuning (ART) model with the ITD option configured. This model must be associated with the query pipeline dedicated to the Case Assist configuration you’re creating.

Configuring Document Suggestions

  1. On the Case Assist subpage, select the Document Suggestion tab, and then click Configure Document Suggestion.

  2. In the Query pipeline drop-down menu, select the query pipeline that contains the ART model complying with ITD.

  3. 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

    The Preview only depicts the Document Suggestion functionality. It doesn’t represent the final design of your page or user interface.

  4. In the Filter box, optionally enter a query expression to refine the items that should be suggested by the Document Suggestion functionality (e.g., @objecttype==Case).

  5. Click Save to activate your Document Suggestion configuration.

Configuring the Case Classification Functionality

The Case Classification functionality automatically suggests classifications that are related 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.

  1. On the Case Assist subpage, select the Case Classification tab, and then click Configure Case Classification.

  2. In the Identify reference cases input, enter a query expression that targets the cases for which the classification functionality should use the related data as input (e.g., @objecttype==Case).

  3. In the Identify fields for classification input, enter the fields that represent the classifications that you want the functionality to display to end users when they’re creating cases.

    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 page of the Administration Console.

    The fields identified for classification shouldn’t contain sensitive information, as these values could be exposed through the API.

  4. 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

    The Preview only depicts the Case Classification functionality. It doesn’t represent the final design of your page or user interface.

  5. 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 to update existing Case Assist configurations, as well as to retrieve case classifications and document suggestions.

  1. On the Case Assist page, double-click your Case Assist configuration.

  2. On the Case Assist subpage that opens, in the Overview tab, click Case Assist ID button 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).

Deleting a Case Assist Configuration

  1. On the Case Assist page, click the Case Assist configuration you want to delete.

  2. In the Action bar, click Delete.

  3. Click Delete to confirm.

Deleting a Document Suggestion Configuration

  1. On the Case Assist page, click the Case Assist configuration for which you want to delete the Document Suggestion configuration, and then in the Action bar, click Edit.

  2. On the Case Assist subpage, select the Document Suggestion tab, and then click Delete Configuration.

  3. Click Delete to confirm.

Deleting a Case Classification Configuration

  1. On the Case Assist page, click the Case Assist configuration for which you want to delete the Case Classification configuration, and then in the Action bar, click Edit.

  2. On the Case Assist subpage, select the Case Classification tab, and then click Delete Configuration.

  3. Click Delete to confirm.

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