Gravatar for krishna.karanam@hotmail.com

Question by krishna, Aug 25, 2015 12:34 PM

CoveoAttachToCase - Configuration Questions

Hi,

I have few questions on the CoveoAttachToCase -

  1. Is there a way to configure it to store the attachments inside a custom object in our salesforce org?
  2. Once the article is attached to a case, is the button hidden from user view for that specific article?

Thanks, Krishna

1 Reply
Gravatar for atheriault2@coveo.com

Answer by atheriault2, Aug 25, 2015 2:48 PM

Hi Krishna,

The attachments are stored in a custom Salesforce object (included in the Coveo package) named AttachedResult. You can add it to your case view if you want. When you attach a Salesforce KB Article to a case, the article is also saved in the Salesforce CaseArticle object.

https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforceapiobjects_casearticle.htm

Once the article is attached to a case, the "Attach" button will now display "Detach" to allow the user the detach the article from the case.

André

Gravatar for krishna.karanam@hotmail.com

Comment by krishna, Aug 25, 2015 4:29 PM

Hi André,

Thanks for the quick response. We would like to use the button on other types of content like 'Ideas', 'Knowledge' etc. Does the button work for other types of content as well?

Krishna

Gravatar for atheriault2@coveo.com

Comment by atheriault2, Aug 25, 2015 4:38 PM

Yes you can, the button will work with any Coveo results whether or not it's from Salesforce or other sources. However, only Knowledge Article will be added to the CaseArticle object but AttachedResults will have them all.

André

Gravatar for krishna.karanam@hotmail.com

Comment by krishna, Aug 26, 2015 6:05 PM

Is this object created recently? I do not see that object in our managed package contents. What is the object API name? Our package version is '1.860.1'.

Thanks, Krishna

Gravatar for krishna.karanam@hotmail.com

Comment by krishna, Aug 26, 2015 6:52 PM

Okay, I installed the latest package in my own dev org and able to see the Attached Result object in the latest version. I think this would solve our problem. My final question is does the 'AttachToCase' button covers the analytics or we have to build our custom solution for the analytics to Coveo?

Gravatar for atheriault2@coveo.com

Comment by atheriault2, Aug 27, 2015 9:57 AM

The 'AttachToCase' button will send Analytics data to the Coveo Usage Analytics service out of the box so you don't need to create a custom solution for it.

Gravatar for krishna.karanam@hotmail.com

Comment by krishna, Aug 27, 2015 11:43 AM

Thanks! I think this solves our problem

Gravatar for krishna.karanam@hotmail.com

Comment by krishna, Aug 27, 2015 3:28 PM

Is it possible to know what info is captured as part of Coveo Usage Analytics service for the 'AttachToCase' button?

Gravatar for atheriault2@coveo.com

Comment by atheriault2, Aug 27, 2015 3:41 PM

The 'AttachToCase' button will send a "Click Event" to the Usage Analytics containing all the same metrics as a normal document click.You can refer to the Click Dimensions documentation to know more about those metrics.

https://onlinehelp.coveo.com/en/cloud/aboutusageanalyticsdimensions.htm#ClickDimensions

Ask a question