Create a Quantic Case Assist interface

This is for:

Developer System Administrator

Quantic offers a suite of components that power intelligent self-service experiences in Salesforce. These components are tailored specifically for Case Assist scenarios and let you:

  • Build personalized Case Assist flows that guide users through case creation with dynamic, context-aware suggestions.

  • Automatically classify cases by predicting and pre-filling field values—such as category or type—based on user input, using the Case Classification component.

  • Surface helpful content through contextual document suggestions, reducing friction by answering questions before the user submits a case.

This article provides an overview of how to build Case Assist interfaces using the Quantic component library in Salesforce.

Use the Case Assist Cookbook

The Case Assist Cookbook is a complete implementation example that demonstrates how to build a fully functional Case Assist experience using the Quantic component library. It serves as a reference architecture to implement similar functionality in Salesforce.

See the Case Assist Cookbook GitHub repository.

Use this project as a foundation for your implementation, following established best practices and integration patterns.

Key components

<c-quantic-case-assist-interface>

Initializes and configures the Headless Case Assist engine, forming the backbone of your Case Assist experience.

<c-quantic-case-classification>

Displays field value suggestions Case Assist and provides a drop-down list populated with values retrieved from the CASE_OBJECT in Salesforce.

<c-quantic-document-suggestion>

Displays document suggestions in an accordion that dynamically updates based on previously entered field values.

Configure the Case Assist interface properties

To ensure proper behaviour and accurate analytics, you must correctly configure the following public properties on the <c-quantic-case-assist-interface> component:

  • caseAssistId: The unique identifier for your Case Assist configuration. You can retrieve this value on the Case Assist Configuration page.

  • searchHub: The Case Assist configuration name.

    Important

    The search hub plays a key role in correctly tracking analytics. Make sure to set the searchHub value to the Case Assist configuration name to ensure accurate reporting and alignment between client-side and server-side analytics events.

    Any change made to the name of your Case Assist configuration modifies the search hub value for future queries and will impact your consumption dashboard metrics.

  • engineId: A custom name for the Headless engine instance. Use the same engine ID across all components in your Case Assist interface. See Usage: Assemble your component for more information.

Example usage of the <c-quantic-case-assist-interface> component:

<c-quantic-case-assist-interface
 case-assist-id={caseAssistId}
 search-hub={caseAssistConfigurationName}
 engine-id={engineId}>
</c-quantic-case-assist-interface>

Use the ClientIdAccessor component

To ensure accurate cross-interface usage analytics and session stitching, keep the same Client ID across your Case Assist interface and main search page. The ClientIdAccessor component from the Coveo for Salesforce package eases this by ensuring a consistent client ID across the various interfaces in your Salesforce environment.

See Integrate a Coveo ClientIdAccessor Lightning Component.