Get Started With Coveo Case Assist

Coveo Case Assist is an API-based solution designed to optimize the case creation process and augment case deflection.

It offers two main functionalities:

  • Case Classification

    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

    Automatically suggests documents that are relevant to the case that’s being filled by the end user. This functionality aims to augment case deflection 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 shows a sample case creation experience that can be implemented using the Coveo Quantic Library.

Step 1: Ensure You Have All the Requirements

Follow the steps outlined in Before you Begin: Identify the Requirements 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.

Step 3: Create a Case Assist Configuration

The Case Assist (platform-eu | platform-au) page of the Coveo Administration Console lets you create and manage Case Assist configurations. 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 have created your Case Assist configuration, you can use the Customer Service API 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.

Tip
Leading practice

If you’re working in a Salesforce environment, use the Coveo Quantic Case Assist components to leverage the Customer Service API, as they will handle most of the complexity for you.

Outside of the Salesforce environment, we recommend using the dedicated Coveo Headless Case Assist controllers, which wrap Customer Service API calls and also handle logging usage analytics events for you.

Case Assist Cookbook

The Coveo 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.

Note

For the previous version of the Coveo Case Assist Cookbook, implemented using the CaseAssistAPIClient rather than Quantic components, see Coveo Case Assist Cookbook Legacy.

Step 5: Log Case Assist Events

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 Usage Analytics (Coveo UA) service! You can move on to the next step. Otherwise, use the coveo.analytics.js script to log Case Assist events.

Manage Visitor IDs

Coveo UA events require a visitor ID to regroup the events in a visit. To optimize UA reporting, it’s important that all your components logging UA events use the same visitor ID value for a given user across all the Coveo experiences that they interact with. For that purpose, the Coveo visitorIdAccessor Lightning component lets you retrieve the visitor ID in your custom components and share it with other components that send UA events (see Integrate a Coveo VisitorIdAccessor Lightning Component).

Step 6: Generate Case Assist Reports

Once Case Assist events have been logged to the Coveo UA service, you can use the Reports (platform-eu | platform-au) page of the Coveo Administration Console to generate a Case Assist dashboard based on the standard Case Assist events. For more information, see Generate Case Assist Reports.

Documentation Quick Reference

This table provides a summary of the Case Assist documentation resources. It’s your one-stop shop for all articles that relate to Coveo Case Assist.

Topic Document Audience

Introduction

All

Case Creation Experience

Design Your Form

UX Specialists

Configuration

System Integrators

Development

App Developers

Logging

System Integrators

Reporting

Generate Case Assist Reports

System Administrators

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