Set up an answer configuration

This is for:

System Administrator Knowledge Manager
Important

The Coveo Knowledge Hub is currently available as a beta to early-access customers only. Contact your Customer Success Manager for early access to this feature.

An answer configuration is the link between your RGA-enabled search interface and the Knowledge Hub’s Answer Manager. It allows you to view feedback on your RGA-generated answers and create rules to manage the generated answers.

Answer configurations are created and managed in the Answer Manager, and each answer configuration is associated with a specific RGA-enabled search interface. Feedback that’s collected for generated answers in a search interface appears in the associated answer configuration in the Answer Manager. Rules that you create in an answer configuration apply only to the generated answers in the associated search interface.

Tip
Why you need an answer configuration

In the improving your RGA implementation through answer evaluation workflow, an answer configuration is required to view answer feedback and create rules to manage your generated answers.

Coveo Knowledge Hub answer configuration
Note

Coveo recommends creating a separate answer configuration for each RGA-enabled search interface, even if you use the same RGA model for multiple search interfaces. This makes reviewing feedback and managing the RGA-generated answers easier and more focused.

To set up an answer configuration for your RGA-enabled search interface

  1. Create an answer configuration.

  2. Associate the answer configuration with your RGA-enabled search interface.

  3. Add an answerAPI condition to the query pipeline.

  4. Override the q and lq query parameters (if you’re using an RGA-enabled Hosted Insight Panel).

Create an answer configuration

Create an answer configuration to view answer feedback and create rules to manage your RGA-generated answers.

Note

Coveo recommends creating a separate answer configuration for each RGA-enabled search interface, even if you use the same RGA model for multiple search interfaces. This makes reviewing feedback and managing the RGA-generated answers easier and more focused.

  1. Access the Knowledge Hub by selecting Knowledge Hub in the application picker in the Coveo Administration Console header.

    Application picker in the Administration Console | Coveo

  2. In the Knowledge Hub navigation menu, select Answer Manager.

  3. Click Add configuration.

  4. Enter a descriptive Name for your configuration.

  5. Click Add. The new answer configuration appears in the list of configurations.

    Answer configuration list in the Answer Manager | Coveo

  6. If your RGA-enabled search interface is a custom search interface that was created using the Coveo Atomic library, Coveo Headless library, or Quantic library, copy the Configuration ID of the newly created answer configuration. You’ll need the configuration ID to associate the answer configuration with your search interface. The configuration ID isn’t required if you created a Coveo hosted search interface using the Search Page builder, In-Product Experience (IPX) builder, or Insight Panel builder.

    Answer configuration ID in the Answer Manager | Coveo

  7. Associate your answer configuration with your RGA-enabled search interface.

Rename an answer configuration

You can change the name of an existing answer configuration.

  1. Access the Knowledge Hub by selecting Knowledge Hub in the application picker in the Coveo Administration Console header.

    Application picker in the Administration Console | Coveo

  2. In the Knowledge Hub navigation menu, select Answer Manager.

  3. Click the answer configuration you want to rename from the list.

  4. In the Action bar, click Rename.

  5. Modify the Name as needed.

  6. Click Save to apply your changes.

Delete an answer configuration

You can delete an answer configuration when it’s no longer needed.

Important

  • All the corresponding feedback and rules will be lost.

  • If the configuration is associated with a custom search interface, remove the association or replace it with another configuration to prevent errors in your search interface.

  • If an RGA-enabled search interface is no longer associated with an answer configuration, remove the answerAPI condition for your RGA model in your query pipeline. Otherwise, your search interface won’t use the RGA model and answers won’t be generated.

  1. Access the Knowledge Hub by selecting Knowledge Hub in the application picker in the Coveo Administration Console header.

    Application picker in the Administration Console | Coveo

  2. In the Knowledge Hub navigation menu, select Answer Manager.

  3. Click the answer configuration you want to delete from the list.

  4. In the Action bar, click Delete.

  5. In the confirmation prompt that appears, click Delete again to confirm.

Associate an answer configuration with a search interface

Associating an answer configuration with an RGA-enabled search interface allows you to do the following:

  • View the feedback for the answers that are generated in that search interface. The feedback is collected and available to view in the associated answer configuration in the Answer Manager.

    Note

    An answer configuration shows only the feedback that’s collected after you associate it with the search interface.

  • Create rules to manage the search interface’s generated answers. For example, you can create a rule that prevents an answer from being generated based on the presence of specific words in a query. Rules that you create impact the generated answers only in the associated search interface.

How to associate an answer configuration with a search interface depends on how you created your RGA-enabled search interface:

Coveo hosted search interface

If you created a Coveo hosted search interface using one of the Coveo builders, the association is made directly in the builder settings.

  1. Select the answer configuration that you want to associate with the search interface in the appropriate builder settings:

  2. Add an answerAPI condition to the search interface’s query pipeline.

  3. Override the q and lq query parameters (if you’re using an RGA-enabled Hosted Insight Panel).

Custom search interface

If you created a custom search page using the Coveo Atomic library, Coveo Headless library, or Quantic library, associate the answer configuration with the search interface using the configuration ID.

  1. Add the Configuration ID of the answer configuration to your search interface as follows:

    • For Atomic search pages, enter the configuration ID in the answerConfigurationId property of the atomic-generated-answer component.

      Note

      Association with an answer configuration requires Atomic v2.79.1+.

    • For Quantic search pages, enter the configuration ID in the answerConfigurationId property of the QuanticGeneratedAnswer component.

      Note

      Association with an answer configuration requires Quantic v3.10.0+.

    • For Headless search pages, enter the configuration ID in the answerConfigurationId property of the GeneratedAnswer controller.

      Note

      Association with an answer configuration requires Headless v2.80.6+.

  2. Add an answerAPI condition to the search interface’s query pipeline.

  3. Override the q and lq query parameters (if you’re using an RGA-enabled Hosted Insight Panel).

Add an answerAPI condition to the query pipeline

When an RGA-enabled search interface is associated with an answer configuration, you must add an answerAPI condition for the RGA model in the associated query pipeline. This condition ensures that the generative queries per month (GQPM) aren’t duplicated for queries that use your RGA model.

For information on how to add the condition, see Prevent duplicate GQPM when using the Answer Manager.

Important

If an RGA-enabled search interface is no longer associated with an answer configuration, remove the answerAPI condition for your RGA model in your query pipeline. Otherwise, your search interface won’t use the RGA model and answers won’t be generated.

Override the q and lq query parameters

When an RGA-enabled Hosted Insight Panel is associated with an answer configuration, you must override the q and lq parameters of the query pipeline that’s associated with your Hosted Insight Panel configuration. Overriding these parameters ensures that when a query is empty, the Generate Answer button that’s part of the Hosted Insight Panel can display answers based on the context of the case being worked on.

To override the q and lq parameters

  1. On the Query Pipelines (platform-ca | platform-eu | platform-au) page, click the query pipeline to which the Hosted Insight Panel is associated, and then click Edit components in the Action bar.

  2. On the subpage that appears, select the Advanced tab, and then click Query parameters on the left side of the page.

  3. On the Query Parameters tab, add a rule overriding the basic query expression (q) parameter value as follows:

    1. Click Add a query parameter rule.

    2. On the Add a query parameter rule subpage, select q (basic query expression), and then click Next.

    3. Under q (basic query expression), enter <@+ $context.Case_Subject +@>.

    4. Under Condition, create a condition that includes the following sub-conditions:

      1. QUERY Is Empty

      2. context[answerAPI] Is True

        This condition ensures the query override only applies to Answer API requests made when the Generate Answer button is clicked in the Hosted Insight Panel. It doesn’t affect or alter the behavior of regular search requests made using the search box.

    5. Click Add rule

  4. On the Query Parameters tab, add a rule overriding the large query expression (lq) parameter value as follows:

    1. Click Add a query parameter rule.

    2. On the Add a query parameter rule subpage, select lq (large query expression), and then click Next.

    3. Under lq (large query expression), enter <@+ $context.Case_Description +@>.

    4. Under Condition, create a condition that includes the following sub-conditions:

      1. QUERY Is Empty

      2. context[answerAPI] Is True

        This condition ensures the query override only applies to Answer API requests made when the Generate Answer button is clicked in the Hosted Insight Panel. It doesn’t affect or alter the behavior of regular search requests made using the search box.

    5. Click Add rule.

Your Query Parameter rules should look like this:

Query parameter rules for contextual RGA | Coveo

Required privileges

The following table indicates the privileges required to access the Coveo Knowledge Hub, and view or edit elements of the Answer Manager and associated panels (see Manage privileges and Privilege reference).

Important

Both the Edit and View access level on the Answer manager domain allows the member to view all generated answers for which feedback exists in an answer configuration in the Answer Manager. This may include content to which the member may not have access to otherwise through the repository’s permission system.

Exercise caution when granting this privilege to members.
Action Service - Domain Required access level

Access the Coveo Knowledge Hub

Knowledge - Knowledge hub

Allowed

Organization - Organization

View

  • View the answer feedback for an answer configuration in the Answer Manager

  • View the rules for an answer configuration in the Answer Manager

Knowledge - Answer manager

View

  • Add, edit, or delete answer configurations and rules in the Answer Manager

  • View the answer feedback for an answer configuration in the Answer Manager

Knowledge - Answer manager

Edit