Integrate a Coveo Quantic Insight Panel component

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Developer System Administrator

Coveo for Salesforce 4.28

The Coveo Quantic Insight Panel component is a packaged container component that lets you easily integrate a Coveo Hosted Insight Panel in Salesforce. This component enables your service agents to access valuable Coveo-powered content and user insights without leaving the case record they’re viewing or editing.

Quantic Insight Panel

Prerequisites

Add the Quantic Insight Panel component

This section explains how to add the Coveo Quantic Insight Panel component to a record page. After adding this component, you will be able to use it in the Service Console.

  1. In Salesforce, access your Lightning Application (e.g., Lightning Service Console).

  2. Open any case record.

  3. In the upper-right corner of the page, click the Setup icon button (cogwheel icon), and then select Edit Page.

  4. Drag and drop the Coveo Quantic Insight Panel component on the Record Detail page, to the location of your choosing.

    Quantic Insight Panel Animation
    Note

    The Coveo Quantic Insight Panel component may not load if debug mode for Lightning components is enabled. To fix this issue, we recommend disabling debug mode.

  5. In the component details section, click the Configuration name picklist, and then do one of the following:

    • Select the name of your Insight Panel configuration from the drop-down list.

    • Start typing the name of your Insight Panel configuration to filter by name, and then select the desired configuration.

  6. (Optional) If you generated a custom platform token, click the Token Generator picklist to select the name of the Apex class that will override the default platform token generated for this component.

  7. At the top right, click Save.

  8. Activate the new page, if not already done.

    Activate New Page
    Warning

    If you use the ORG DEFAULT tab to activate your page, your changes may not be saved when you leave the Lightning App Builder. Consider using either the APP DEFAULT or the APP, RECORD TYPE, AND PROFILE tab, as appropriate, to activate your record page.

  9. At the top left of the Lightning App Builder toolbar, click the Back icon button.

The Coveo Quantic Insight Panel component is now available in the Service Console.

Tip

You may need to reload the page to view your changes.

Activate the Insight Full Search functionality

Service agents can open the Quantic Insight Panel in a separate Service Console tab to use the Insight Panel in full search mode. Full search mode makes querying easier by providing better access to facets, tabs, and search results. All current query, facet, and tab information is maintained when an agent activates the Insight Full Search functionality.

At the upper-right corner of the Quantic Insight Panel, click Insight Full Search button to activate the Insight Full Search functionality.

Insight Full Search Animation
Note

Insight Full Search must be enabled in the Insight Panel Builder configuration for the Insight Full Search button (Insight Full Search button) to appear.

Leverage Smart Snippets

Coveo for Salesforce 5.2

The Coveo Quantic Insight Panel component now supports the Coveo Machine Learning (Coveo ML) Smart Snippet model. This model provides users with answers to their queries directly on the results page by displaying a snippet of the most relevant result item. This allows users to quickly find answers without having to open links from the results page (see About Smart Snippets).

Note

To take advantage of this feature in your Coveo Quantic Insight Panel component, Smart Snippets must be enabled in the Insight Panel Builder configuration.

About result actions

When a service agent hovers over a search result in the Quantic Insight Panel, the background color changes and the result action buttons appear in the upper-right corner of the search result. These buttons let service agents perform convenient actions such as Attach to case with a simple click.

Result Action Buttons
Note

Result actions must be enabled in the Insight Panel Builder configuration for the result action buttons to appear.

Attach to case

Clicking the Attach to case button (attach to case button) attaches a search result to the current case. This allows a service agent to keep a trace of the results that were useful to solve a specific case.

Copy to clipboard

Clicking the Copy to clipboard button (copy to clipboard button) copies a search result’s title and URL to the clipboard. A service agent can then paste this information in a messaging app, for example, to share a result with a client or another agent.

Post to feed

Coveo for Salesforce 5.2

Clicking the Post to feed button (post to feed button) inserts a search result in a Chatter post.

To insert a search result in a Chatter post

  1. Access your Lightning application (e.g., Lightning Service Console), and then open any record.

  2. Ensure the Feed Publisher component is available and loaded on your page.

    Tip
    Tip

    The Post quick action (i.e., FeedItem.TextPost) is likely to be displayed by default in your case page layout. If that isn’t the case, see Enable actions in the Chatter Publisher.

  3. Hover over any result in the Coveo Quantic Insight Panel component, and then click post to feed button to insert the search result in a Chatter post.

Quick view

Clicking the Quick view button (quick view button) lets a service agent preview a search result without leaving the Quantic Insight Panel.

Send as email

Coveo for Salesforce 5.2

Clicking the Send as email button (send as email) inserts a search result in an email.

To configure Send as email for cases

  1. Enable the Salesforce Email-to-Case option.

    Tip
    Tip

    Enabling the Email-to-Case option creates the Email quick action (i.e., Case.SendEmail) that’s required in your case page layout.

  2. Access your Lightning application (e.g., Lightning Service Console), and then open any case record.

  3. Ensure the Feed Publisher component is available and loaded on your page.

  4. Hover over any result in the Coveo Quantic Insight Panel component, and then click send as email to insert the search result link in an email.

About tags

The Recommended tag highlights results that are boosted by a Coveo Machine Learning (Coveo ML) Automatic Relevance Tuning (ART) model (see About Automatic Relevance Tuning).

Recommended tag
Note

The Recommended tag must be enabled in the Insight Panel Builder configuration to appear on your search results.

Coveo for Salesforce 5.2

The Featured tag highlights results promoted by your featured result rules.

Featured tag
Note

The Featured tag must be enabled in the Insight Panel Builder configuration to appear on your search results.

Viewed by customer tag

Coveo for Salesforce 5.3

The Viewed by customer tag indicates the content that has been viewed by a customer. It can help service agents anticipate questions, prepare answers, and share insights on other content the customer has not yet viewed.

Viewed by customer tag
Note

The Viewed by customer tag must be enabled in the Insight Panel Builder configuration to appear on your search results.

About result folding

Coveo for Salesforce 5.2

Result folding improves the end-user experience of your search interface by ensuring that query result items with a logical parent-child relationship are grouped and rendered accordingly in your result list. The Coveo Quantic Insight Panel component supports result folding out of the box. As long as the folding fields have been configured in your Coveo organization, no additional configuration is required.

Folding

What’s next

For more information about the Hosted Insight Panel, see Get started with the Coveo Hosted Insight Panel solution.