Get Started With the Coveo Hosted Insight Panel Solution

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Early Access Program (EAP)

This article describes functionality that’s available only for select customers in the Coveo Quantic Insight Panel EAP. If you’re interested, contact us.

Coveo’s next-generation 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.

Solution Overview

In a nutshell, the solution includes three key components:

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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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 next-generation Hosted Insight Panel that’s designed to provide an unparalleled experience for your service agents. The Insight Panel (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 4.28 and later releases, is a convenient drag-and-drop component that lets you integrate a Hosted Insight Panel in Salesforce.

Step 5: Generate a Hosted Insight Panel Report

The Reports (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

Manage Hosted Insight Panel Configurations

  • App developers

  • System integrators

Development

  • App developers

  • System integrators

Reporting

Generate Hosted Insight Panel Reports

System administrators

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