Gravatar for jpdery@coveo.com

Question by jpdery, May 5, 2014 2:50 PM

What is coveosolutions:coveoattachtocase in Salesforce?

What does it do?

  • what can be attached to a case?
  • which type of user (agent, customer) can use it?
  • what Salesforce feature does it leverage?
1 Reply
Gravatar for glaporte@coveo.com

Answer by Gregory Laporte, May 5, 2014 2:55 PM

This is a component that can be used to attach knowledge article to a case.

If you index Knowledge Articles and you add <div class="CoveoAttachToCase"></div> to your result template. A button will appear on the result and you will be able to attach the knowledge article to the case. In order to do that, you have to be in a Salesforce Service Cloud Console. If you don't need this feature, you can just remove this component from the page.

Greg

Gravatar for jpdery@coveo.com

Comment by jpdery, May 5, 2014 3:05 PM

Is this functionality also included in Case Insight Panel?

Gravatar for glaporte@coveo.com

Comment by Gregory Laporte, May 5, 2014 3:06 PM

Sure, there is an option in the result template editor of the sidepanel that allows you to add a Custom Component. There is a dropdown list with Attach To Case in there.

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