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Salesforce Service Cloud Search & Discovery

Easily find your best resolution-driving content

Access enterprise-wide content and personalize discovery right within Salesforce Service Cloud. With Coveo’s AI-powered search and agent assist, you can deliver great cross-channel customer service experiences that people expect.

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Overview

Upgrade your contact center and empower your agents

Coveo Machine Learning is purpose-built for Service to help you get the most value out of your Salesforce experience. With Coveo for Salesforce integration, you can ensure your agents have relevant answers at their fingertips, right within Service Cloud.

Surface case-solving content from virtually anywhere

Sometimes the best content isn’t a knowledge article. With Coveo, your agents can quickly access content and rich media from other systems right within their workspace. Pre-built connectors to over 55 content sources make it even easier to get started.

Automatically boost relevant search results based on case context

Coveo uses previous interactions, case information, and product metadata to recommend the best results in real time. Using machine learning to understand what content has successfully solved related cases, your agents see the most relevant content with every customer interaction, resulting in less searching and more solving.

See how our AI-powered search works

Gain cross-channel customer insights

Get to know your customers with a streamlined view of click and search behavior. Whether they’re viewing content in the community, interacting with an Einstein bot, or using Coveo-powered search on your website, agents get an informed view to offer better service.

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Drive KCS adoption and success

Track agent adoption and performance with easily configurable dashboards. See who your top contributors are and monitor case and content trends over time to ensure continued success over time.

See how we enable KCS

Get started quickly with Lightning-ready components

Coveo’s Salesforce Service Cloud search and recommendations are built natively for the Lightning Platform. Just drag and drop Coveo components into the App Builder to get started with the Coveo Service Cloud Lightning Console. Haven’t made the move to Lightning? Coveo is 100% compatible with Salesforce Classic and Visualforce pages.

See how to build with Coveo

Partners

Build faster with our trusted partners

For faster implementations to broader solution strategies, find a partner to help accelerate your relevance transformation.

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When I'm looking at the team's cases, I look at a case and see that within a few minutes of them opening the case, they've been able to find and attach the correct article – seamlessly. It's just there. They haven't had to go and ask 5 different team members.

Chris Jones

Application Support Lead, Medallia

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We viewed multiple vendors, but Coveo beat out Google and other enterprise search vendors. We’re the leaders in our industry and Coveo is the leader in the search industry. Coveo was the perfect fit for us.

Pattabhi Raman

Associate Director, Global Support Infrastructure, Informatica

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