Get Started With the Coveo Hosted Insight Panel Solution
Get Started With the Coveo Hosted Insight Panel Solution
Coveo’s Hosted Insight Panel is an end-to-end agent experience solution that lets customer service agents access valuable Coveo-powered content and user insights without leaving the case record they’re viewing or editing. The Hosted Insight Panel is easy to implement and configure, without the need to write code.
Overview
The Hosted Insight Panel solution is built on Coveo’s latest technology, including Coveo Headless and Coveo Quantic, which is a Lightning Web Component (LWC) library for assembling powerful and responsive Coveo for Salesforce search interfaces, Insight Panels, and more!
The following diagram provides a high-level overview of the Hosted Insight Panel solution.
In a nutshell, the solution includes three key components:
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The Coveo Administration Console lets users create and manage Hosted Insight Panel configurations (see Step 2: Create a Hosted Insight Panel Configuration).
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The Coveo Insight Panel Builder lets users design and build Hosted Insight Panel interfaces without writing any code (see Step 3: Build a Hosted Insight Panel Interface).
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The Coveo Quantic Insight Panel component lets users integrate their Hosted Insight Panels in Salesforce (see Step 4: Integrate a Hosted Insight Panel).
Step 1: Optimize Search Performance
Prior to creating a Hosted Insight Panel configuration, we strongly recommend creating the following Coveo Machine Learning (ML) models to enhance the search experience of your service agents:
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Automatic Relevance Tuning (ART) with the Intelligent Term Detection (ITD) option configured (see Create and Manage an Automatic Relevance Tuning Model). You will need to associate your ART model with a query pipeline to enable the ITD option.
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Dynamic Navigation Experience (DNE) (see Create and Manage a Dynamic Navigation Experience Model).
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Query Suggestions (QS) (see Create and Manage a Query Suggestion (QS) Model).
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To take advantage of these models in your Hosted Insight Panel, make sure to associate each one with a query pipeline, as specified in the related documentation. |
Step 2: Create a Hosted Insight Panel Configuration
Creating a Hosted Insight Panel configuration is the first step to implementing a Hosted Insight Panel that’s designed to provide an unparalleled experience for your service agents. The Insight Panel (platform-ca | platform-eu | platform-au) page of the Coveo Administration Console lets users easily create and manage their Hosted Insight Panel configurations.
Step 3: Build a Hosted Insight Panel Interface
Once you’ve created your Hosted Insight Panel configuration, you can access the Coveo Insight Panel Builder to build your interface. The Insight Panel Builder is an intuitive tool designed to let you build Insight Panels without writing any code. The interfaces built using the Insight Panel Builder can be deployed to popular Customer Relationship Management (CRM) systems such as Salesforce (see Build a Hosted Insight Panel Interface).
Step 4: Integrate a Hosted Insight Panel
The Coveo Quantic Insight Panel component, which is available in Coveo for Salesforce v4.31 and later releases, is a convenient drag-and-drop component that lets you integrate a Hosted Insight Panel in Salesforce.
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Note
The initial release of the Coveo Quantic Insight Panel component, which was part of the Coveo for Salesforce (v4.28) package, was meant for select customers taking part in the Early Access Program (EAP). |
Step 5: Generate a Hosted Insight Panel Report
The Reports (platform-ca | platform-eu | platform-au) page of the Coveo Administration Console lets you generate custom Support Agents dashboards to report on your Hosted Insight Panels (see Generate Hosted Insight Panel Reports).
Documentation Quick Reference
This table provides a summary of the Hosted Insight Panel documentation resources. It’s your one-stop shop for all articles that relate to the Hosted Insight Panel.
| Topic | Document | Audience |
|---|---|---|
Introduction |
Get Started With the Coveo Hosted Insight Panel Solution (this article) |
All |
Configuration |
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Development |
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Reporting |
System administrators |
Very useful
Not really
Very useful
Not really