Case Classification

Case Classification (CC) models enrich case creation interfaces by suggesting classification values that allow end users to accurately classify the cases they create while ensuring that those cases are routed to the right support agents.

Case classifications can be generated using either the Case Similarity or the Context Recognition method.

The Case Similarity method uses common vocabulary to generate case classifications, while the Context Recognition method leverages natural language processing (NLP) techniques and requires the creation of a Coveo Machine Learning (Coveo ML) CC model.

Important

Case Classification requests using the Case Similarity method are counted in Queries per month (QPM) (see About Queries).

For more information, see:

Configuring the Case Classification Functionality
Create and manage a Case Classification (CC) model