Gravatar for

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

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.

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.

Ask a question