NEWS FROM OUR PARTNER THE EXCHANGE Coveo SPRING 2022 Orchestrate Data to Enhance Search Experiences An enterprise intelligent search solution like Coveo applies machine learning to capture and activate data from a variety of sources to enhance search experiences within different Salesforce interfaces. This creates a unified, intelligent search experience for people using Salesforce clouds, which leads to endless opportunities for better content discovery and a more connected workplace. At a high level, enterprises can use intelligent search to provide democratized access to a more complete and comprehensive picture of available knowledge, user behavior, and more. These capabilities can evoke new ideas that help people solve problems and take business to the next level. Empower Agents Beyond “Customer Last Viewed” and Knowledge Base Search In practice, intelligent search improves a variety of on-the-ground experiences, such as bringing more contextually relevant information to an agent’s screen. While deciding which content to display, AI automatically considers not just case data, but past interactions with other business units and what worked before for similar customer profiles. Intelligent search can also support the kind of collaboration needed for intelligent swarming. One example is the increasing number of companies opting to index chat messages from other support and sales agents. This allows agents to see other agents’ chats about a similar issue right in the search results. Build Harmonious B2B Ecommerce Experiences An enterprise intelligence search platform is particularly well suited to standardize data from a variety of sources. Within the context of ecommerce, enterprises can apply intelligent search to index large catalogs with tens of millions of SKUs and variants. Applying AI to extend that content into Salesforce channels via intelligent search experiences helps organize complex customer entitlements that flow into Enterprises that weave intelligent search throughout their Salesforce channels and orgs hundreds of thousands of buying groups. are able to better leverage existing data. Intelligent search powered by AI can help connect and harmonize disparate sources of information together at the enterprise scale, giving companies’ Salesforce deployment a competitive advantage and bottom-line lift. Learn more Our partner Coveo shares how intelligent search works and the experiences it enables. about Coveo on AppExchange. 15