Service Cloud

Coveo for Salesforce

Give agents and support engineers immediate access to all the content they need, wherever it resides.

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Transform Your Contact Center and Empower Agents

With Coveo for Salesforce inside the Service Cloud, agents become empowered with proactive content recommendations across more than 50+ content sources so they can solve cases more efficiently and with greater accuracy.

Give agents the answer before they even ask

Proactively recommend relevant content, wherever it resides, based on the case context so that you can accelerate case resolution, minimize escalations, and boost agent productivity. Attach the content to the case record and case feed with one click.

Service Cloud Console Lightning Panel

One search box. All content. Without leaving Salesforce.

Coveo indexes all of the applications and databases where case-resolving content resides. Search securely across on-premise and cloud-based applications such as Microsoft SharePoint, Jira, Confluence, Dropbox, Lithium, Salesforce Knowledge and Google Drive without ever leaving Service Cloud. Even search across multiple Salesforce orgs to deliver the right answers the first time.

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Make Knowledge-Centered Service (KCS®) a Reality

Give your agents all the tools they need to drive KCS, right in their Service Cloud console. Single-click KB article creation, on-the-fly attachments to case feeds, and automated expertise-finding make KCS part of the agent workflow. Coveo Usage Analytics help track KCS adoption and identify best-performing agents. Coveo is proud to be a KCS v5 and v6 Aligned product with more than 75 KCS certified employees.

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Know Exactly What Agents Are Searching For

Coveo’s powerful Usage Analytics reporting engine provides you with complete line-of-sight into how your agents search for and use case-resolving content, so you can find and fill content gaps, and identify potential issues fast. Stop guessing what agents need and know with certainty using the out-of-the-box dashboards and reports. Or even better, build your own with intuitive report builder.

Analytics Dashboard

Let Machine Learning Do the Heavy Lifting

With Coveo Machine Learning built into the core of every Coveo product, every agent interaction is backed by artificial intelligence (AI) and learnings from what other successful agent interactions successfully solved a case. So your agents are seeing the most relevant content with every customer interaction, resulting in less searching and more solving.

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Lightning Ready on Day One

Coveo for Salesforce is built natively for the Lightning platform. Just drag and drop the Coveo component into the App Builder to get started using the Coveo Service Cloud Lightning Console. Haven’t made the move to Lightning? Coveo is 100% compatible with Salesforce Classic and Visualforce pages.

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