- Installing the Application
- Configuring the Application
- Inserting Coveo Components
- Configuring a Salesforce Source
- Going to Production
- Getting Started with Coveo Case Assist
- Getting Started With Coveo for Einstein Bots
- Getting Started With Coveo for Salesforce B2B Commerce on Lightning Experience
- Getting Started With Coveo for Salesforce B2B Commerce for Visualforce
Getting 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:
Automatically suggests classifications that relate to the case that’s being filled by the end user. This functionality allows end users to classify their cases with ease and accuracy while they’re creating them.
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 Case Assist API.
Create a Case Assist Configuration
Build Your User Interface
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.
If you’re working in a Salesforce environment, use the
Log Case Assist Events
Generate Case Assist Reports
Sample Case Assist Walkthrough
The Coveo Case Assist Cookbook is now available on GitHub! This pre-built example of a Salesforce Lightning Flow uses the Coveo Customer Service API capabilities 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.