About Coveo for SAP Service Cloud V2
About Coveo for SAP Service Cloud V2
This article provides an overview of the Coveo for SAP Service Cloud V2 solution, including its key features, how it works, and typical use cases.
What is Coveo for SAP Service Cloud V2
Coveo for SAP Service Cloud V2 integrates Coveo’s AI-powered search and relevance capabilities into SAP Service Cloud V2. The initial release leverages Coveo hosted search pages to provide a seamless search experience alongside cases within the SAP Service Cloud V2 workspace. It also supports SAML authentication for identity-based access to secured content. More features and deeper integrations are expected in future releases.
How it works
This diagram illustrates the authentication flow for Coveo hosted search pages in SAP Service Cloud V2.
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A user accesses a Coveo hosted search page integrated into SAP Service Cloud V2 via an HTML mashup. |
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The hosted search page sends an authentication request to the Coveo Search API. |
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The Coveo Search API initiates the SAML sign-in process with a configured identity provider, such as Okta. |
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The user authenticates with the identity provider. |
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The identity provider sends a SAML assertion back to the Coveo Search API. |
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The Coveo Search API returns an authenticated token to the hosted search page. |
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Subsequent queries are executed as authenticated requests so that content is securely retrieved based on the user’s identity. |
When to use Coveo for SAP Service Cloud V2
Coveo for SAP Service Cloud V2 is ideal for organizations that want to enhance the search experience of their support agents by leveraging Coveo’s AI-powered search and relevance capabilities within SAP Service Cloud V2.
Use Coveo for SAP Service Cloud V2 when you want to:
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Ensure secure access to content based on user identity.
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Accelerate deployment of AI-powered search experiences within SAP Service Cloud V2.
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Provide answers grounded in your enterprise content.
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Give support agents a conversational search experience alongside their workspace within SAP Service Cloud V2.