Gravatar for patrick_gnehm@ultimatesoftware.com

Question by patfl, Oct 9, 2015 3:14 PM

Salesforce - Knowledge base result list: Show cases attached to

Salesforce - knowledge base results list

Is it possible to show for each result (eg each knowledgebase article) which case it has been attached to?

Thank you

1 Reply
Gravatar for atheriault2@coveo.com

Answer by atheriault2, Oct 13, 2015 10:43 AM

Depending on what you want the end result to look like, you have 2 approach that should work.

First, since the "AttachToCase" functionality is handled inside of Salesforce, you can build a query in APEX to fetch CaseArticles objects (if you only want KnowledgeArticle) or the Coveo's AttachedResults object and show that information within a custom page in your setup.

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

The AttachedResult object contains the CaseId and the attached result's URL along with additional fields.

You could also index the CaseArticle or AttachedResults object with Coveo and use a feature like the Folding component to display directly in your InsightPanel which Cases the result has been attached to.

https://developers.coveo.com/display/JsSearchV1/Folding+Component

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