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Question by Neil Kostecki, Nov 28, 2016 12:35 PM

Can a Coveo 'Attached Result' be created when an article is attached using the native attach or create method in Salesforce?

If an Agent attaches a KB article using the native SDFC method of clicking the "Find Articles" button under "Articles" and then clicks "Attach to case" button on the article, this creates a Case-to-Article relationship, however it does not create a Coveo "Attached Result" to show the relationship in Coveo Analytics and also so the agent can see that the article is attached in the Coveo UI and under the custom "Attached Results" section on the Case.

Also, more importantly, if an agent creates a KB article from the case by clicking the "New" button under "Articles", it creates a Case-to-Article relationship, however it does not create a Coveo "Attached Result" to show the relationship in Coveo Analytics and also so the agent can see that the article is attached in the Coveo UI and under the custom "Attached Results" section on the Case.

Both of these scenarios are hard to avoid, especially the New KB scenario, since this is the suggested workflow for creating a KB that relates to a case and it automatically associates it (in SFDC).

Can Coveo somehow recognize that there is a relationship here but that was not created via the Coveo UI and generate a matching Coveo Attached Result? I feel like this is a necessary built-in capability in order to be completely thorugh on what items are attached. We have many agents that create new KBs this way and then are unable to find or attach them using Coveo.

Thanks, Neil

1 Reply
Gravatar for atheriault2@coveo.com

Answer by atheriault2, Nov 28, 2016 2:39 PM

Hi Neil,

You're right, the native "Attach to Case" won't create a record in the "AttachedResults" related list object but the relationship should still be visible in the Coveo UI. The UI is aware that the relationship can come from 2 different objects so as soon as an Article is attached (in Coveo or in Salesforce), the UI should reflect it.

With that being said, the "Attached Results" section under the case is handled by Salesforce based on the content of our custom "AttachedResult" object and won't show Articles attached from the "native" Salesforce implementation.

I would recommend that you use the "Attached Result Tab" inside the Coveo InsightPanel to view attached articles, this section supports the "native" and the "Coveo" attachments. Keep in mind that new Articles can take a couple of minutes to show up in Coveo's UI since they need to be indexed first.

If you absolutely want to duplicate the content of the native "CaseArticle" object into the custom "AttachedResults", you can do so with an Apex job but I wouldn't recommend it.

https://developer.salesforce.com/forums/?id=906F00000008pDEIAY

Also, creating a record in the custom "AttachedResults" object won't send analytic data since that part is handled by the Coveo UI.

Gravatar for nkostecki@blackberry.com

Comment by Neil Kostecki, Nov 28, 2016 3:00 PM

Thanks for this info. The issue is that our agents use the "Attached Results" section on the case to view a list of all the attached content (like they did with the Articles section previously). Since in the Coveo UI, any typed query, selected filters, or Case Context affects the list of Attached Results and therefore agents may miss out on a particular item that was attached but filtered out from their view. Also, we use Salesforce Reports to look at specific attached results and the cases that are attached to them. This enables us to see the case info and directly open and review each case, whereas in Coveo we will only see the relationship, but cannot open each case directly.

I believe Coveo is working on a fix to allow Attached Results in the Coveo UI to not be impacted by queries/filters/context, but was hoping that we could also solve this issue in the Attached Results section for consistency across the board. To me, this appears to be a gap that will continue to be an impact on reporting, even after the Coveo UI fix is applied.

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