Coveo Connect self-service options

This is for:

Developer Business Analyst System Administrator

The Coveo Connect platform offers many self-service tools to help you answer your questions and resolve your technical issues. This section explains how to use and make the most of these tools.

Knowledge database

As a member of the Coveo Community, you have access to all of Coveo’s documentation, knowledge articles, product ideas, and Level Up courses, all in one search page. To access this database, make sure you’re logged in, and then use the search box at the upper-right corner of the Coveo Connect platform.

To maximize your success in finding the right resources, refine your search using the available facets, such as Platform Integrations, Resource Type, or Persona. The search page also implements the Coveo Relevance Generative Answering (RGA) model, which provides a generated answer to your query along with links to the documentation used to generate the response.

Note

To increase the chances of finding the most relevant articles and documentation:

  • Search for the specific error code or message you’re encountering.

  • Place quotation marks around your query to get an exact match.

If you can’t find the right resources in the knowledge database, explore our other self-service options below.

Level Up

Coveo provides a large collection of training courses for different skill levels and topics through its Level Up platform. These courses vary in their format to accommodate different learning styles. For example, some courses involve lab exercises, while others feature video recordings, interactive quizzes, and documentation. You can search for the most relevant course for you using the Level Up search page.

After completing each course, you can submit feedback for improvements or suggest ideas.

Collaborate in Community groups

Coveo Connect Community users have dedicated groups to learn, discuss, and post. They can also respond to polls and stay informed about all things Coveo and the community.

Support cases

For questions or issues not resolved by existing documentation, create a support case to get help from a Coveo product specialist.

  1. On the Home page or the Support page, click Submit a Case or Open a Case, respectively.

  2. For non-urgent questions, select Ask a question. For issues requiring additional troubleshooting, select Report a problem.

  3. Provide your case details including a description, attachments, and your organization ID or search page URL.

    Note

    The more details you provide in your case description, the shorter the resolution time.

    The following are examples of information you can provide:

    • An example of the issue and what has been investigated thus far.

    • The steps to reproduce the issue, or the steps to access the relevant pages or files.

    • If a front-end issue is involved, the framework used to build the page.

    • Your knowledge of any recent configuration changes.

    • When the issue started to occur.

    A detailed description will generate the most relevant case assist documentation in step 4 below.

  4. Review the resources recommended by the case assist feature. These resources often help resolve the issue directly.

  5. If no relevant resource or solution is available, proceed to open the case.

The case will be assigned to a product specialist who is best equipped to help you resolve your issue. The specialist will contact you as soon as possible to begin the investigation. For more information on how support cases are managed at Coveo, see Case management process.

You can monitor your support cases, provide new attachments, or change the case status directly through the Coveo Connect platform Support dashboard.

Additional resources

Live events and webinars

Coveo offers many live events, including panels, demos, and information sessions. You can also learn about upcoming expo events that Coveo will attend. For asynchronous events, access Coveo’s collection of on-demand webinars hosted by Coveo team members and industry experts.

As in the knowledge database, you can use the available facets to filter for the most relevant events and webinars, enhancing your learning experience.

Blogs

New blog posts are published daily to help you stay up-to-date on pertinent industry news, as well as tips, updates, and achievements from Coveo.

Submit an idea

The Ideas page is the perfect place to submit Coveo product ideas or improvements directly to our Product Management team. Coveo Community members can vote on the best ideas, which are reviewed on a quarterly basis.