--- title: Get started with Coveo Case Assist slug: l2bg0226 canonical_url: https://docs.coveo.com/en/l2bg0226/ collection: service source_format: adoc --- # Get started with Coveo Case Assist [.version.c4sf.c4sf-edition.c4sf-enterprise] [Enterprise edition](https://docs.coveo.com/en/l2590456#salesforce) Coveo Case Assist is an API-based solution designed to optimize the case creation process and augment [case deflection](https://docs.coveo.com/en/2911/). It offers two main functionalities: * **Case Classification** -- > **Available since** > > This feature was introduced in the October 2020 release of Coveo for Salesforce version [4.8](https://docs.coveo.com/en/3236#october-2020-release-v4-8). Automatically suggests classifications that relate to the case that's being filled by the end user. This functionality helps end users select the right classification values when creating a case. -- * **Document Suggestion** -- > **Available since** > > This feature was introduced in the August 2020 release of Coveo for Salesforce version [4.7](https://docs.coveo.com/en/3236#august-2020-release-v4-7). Automatically suggests documents that are relevant to the case that's being filled by the end user. This functionality aims to augment [case deflection](https://docs.coveo.com/en/2911/) by potentially resolving a customer's case before it's submitted. -- This article provides an overview of the resources available to implement a case creation experience powered by Coveo Case Assist. ## Case creation experience demo This short video[.footnote]^[[1](#functionality-cookies)]^ shows a sample case creation experience that can be implemented using the [Coveo Quantic library](https://docs.coveo.com/en/quantic/latest/).
-- 1. Functionality cookies are required to view this video. To enable this setting, click icon:dots-circle-horizontal[alt=dots-circle-horizontal,width=16] in the upper-right corner of the page, and then select **Cookie preferences** > **Functionality Cookies**. -- ## Step 1: Ensure you have all the requirements Follow the steps outlined in [Before you begin: Identify the requirements](https://docs.coveo.com/en/m1kf5061/) to identify the requirements for configuring Coveo Case Assist. ## Step 2: Design your user interface For tips on how to design the best user interface for your case creation experience, see [Design your form](https://docs.coveo.com/en/m1lb3446/). ## Step 3: Create a Case Assist configuration 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/) lets you [create and manage Case Assist configurations](https://docs.coveo.com/en/3328/). Creating your configuration is the first step to implementing a Case Assist Experience. ## Step 4: Build your user interface This section lists the options that are currently available for building your user interface. ### Customer Service API Once you've created your Case Assist configuration, you can use the [Customer Service API](https://docs.coveo.com/en/3321/) to invoke it from any environment. The Customer Service API bundles various functionalities that are core to handling customer service use cases. It exposes endpoints which let you retrieve document suggestions and case classifications while a support case is being created. > **Leading practice** > > If you're working in a Salesforce environment, use the [Coveo Quantic Case Assist components](https://docs.coveo.com/en/quantic/latest/reference/case-assist-components/) to leverage the Customer Service API, as they will handle most of the complexity for you. > > Outside 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 log usage analytics events for you. ### Case Assist cookbook The [Coveo Case Assist cookbook](https://github.com/coveooss/sf-case-assist-cookbook) is available on GitHub! This pre-built example of a Salesforce Lightning Flow uses the Coveo Quantic Case Assist components to predict case classification values and provide document suggestions. It's distributed as a best practices example for building case creation experiences powered by Coveo Case Assist. See [Create a Quantic Case Assist interface](https://docs.coveo.com/en/quantic/latest/usage/case-assist/). > **Note** > > For the previous version of the Coveo Case Assist cookbook, implemented using the [`CaseAssistAPIClient`](https://docs.coveo.com/en/3315/) rather than Quantic components, see the [Legacy Coveo Case Assist cookbook](https://github.com/coveooss/sf-case-assist-cookbook/tree/cookbook-legacy). ## Step 5: Log Case Assist events > **Available since** > > This feature was introduced in the March 2021 release of Coveo for Salesforce version [4.13](https://docs.coveo.com/en/3236#march-2021-release-v4-13). If you're using the Coveo Quantic Case Assist components or Coveo Headless controllers, the library takes care of logging Case Assist events to the [Coveo Analytics](https://docs.coveo.com/en/182/) service! You can move on to the next step. Otherwise, use the [Coveo UA library](https://docs.coveo.com/en/1818/) to [log Case Assist events](https://docs.coveo.com/en/3437/). ### Manage client IDs [Coveo Analytics events](https://docs.coveo.com/en/260/) require a [client ID](https://docs.coveo.com/en/lbjf0131/) to regroup the events in a [visit](https://docs.coveo.com/en/271/). For events to be considered part of a single visit, it's important that all your components logging UA events use the same client ID value for a given user across all the Coveo experiences that they interact with. For that purpose, the Coveo `ClientIdAccessor` Lightning component lets you retrieve the client ID in your custom components and share it with other components that send UA events (see [Integrate a Coveo ClientIdAccessor Lightning component](https://docs.coveo.com/en/n6jh0013/)). ## Step 6: Generate Case Assist reports Once Case Assist events have been logged to the Coveo Analytics service, you can use the [**Reports**](https://platform.cloud.coveo.com/admin/#/orgid/usage/reports/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/usage/reports/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/usage/reports/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/usage/reports/)) page of the Administration Console to generate a Case Assist [dashboard](https://docs.coveo.com/en/256/) based on the standard Case Assist events. For more information, see [Generate Case Assist reports](https://docs.coveo.com/en/l45l0380/). ## Documentation quick reference This table provides a summary of the Case Assist documentation resources. It's your one-stop shop for all of the articles related to Coveo Case Assist. [%header,cols="3"] |=== |Topic |Document |Audience |Introduction a|* [Get started with Coveo Case Assist](https://docs.coveo.com/en/l2bg0226/) * [Before you begin: Identify the requirements](https://docs.coveo.com/en/m1kf5061/) |All |Case Creation Experience |[Design your form](https://docs.coveo.com/en/m1lb3446/) |UX Specialists |Configuration a|* [Manage Case Assist configurations](https://docs.coveo.com/en/3328/) * [About Case Classification (CC)](https://docs.coveo.com/en/l57e0557/) * [Create and manage a Case Classification (CC) model](https://docs.coveo.com/en/l57f1282/) * [Use Case Assist with secured content](https://docs.coveo.com/en/na6a5281/) (Advanced use case) |System Integrators |Development a|* [Customer Service API](https://docs.coveo.com/en/3321/) * [Usage](https://docs.coveo.com/en/3326/) * [Coveo Headless library](https://docs.coveo.com/en/headless/latest/) * [Usage](https://docs.coveo.com/en/headless/latest/usage/) * [Reference](https://docs.coveo.com/en/headless/latest/reference/modules/Case_Assist.html) * [Coveo Quantic library](https://docs.coveo.com/en/quantic/latest/) (Salesforce only) * [Usage](https://docs.coveo.com/en/quantic/latest/usage/) * [Reference](https://docs.coveo.com/en/quantic/latest/reference/case-assist-components/) * [Consume the Case Assist API using Apex](https://docs.coveo.com/en/3315/) (Salesforce only) * [Retrieve Case Classifications using Apex](https://docs.coveo.com/en/3325/) * [Retrieve Document Suggestions using Apex](https://docs.coveo.com/en/3317/) |App Developers |Logging a|* [Log Case Assist events](https://docs.coveo.com/en/3437/) * [Integrate a Coveo ClientIdAccessor Lightning component](https://docs.coveo.com/en/n6jh0013/) * [ClientIdAccessor component reference](https://docs.coveo.com/en/n6jg0305/) |System Integrators |Reporting |[Generate Case Assist reports](https://docs.coveo.com/en/l45l0380/) |System Administrators |===