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Coveo Relevance Cloud

Score7.1 out of 10

14 Reviews and Ratings

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What is Coveo Relevance Cloud?

Coveo is an enterprise search technology which can index data on disparate cloud systems making it easier to retrieve. It has integrated plug-ins for Salesforce.com, Sitecore CEP, and Microsoft Outlook and SharePoint.

Categories & Use Cases

Reviews

What users are saying about Coveo Relevance Cloud.
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Frictionless Integration with Salesforce

Incentivized
Michael CizmarView profile
CEO (Chief Executive Officer) in Professional Services at MC+A (11-50 employees employees)

Use Cases and Deployment Scope

In general, search and findability isn't the first thing when thinking of Salesforce. We have used Coveo Relevancy Cloud to build Customer Community for clients and integrated it into Knowledge Center Support. The platform performs as expected giving the end-user highly relevant personalized content depending on where we decide to show the results. Internally, we have used it as a platform to build customized applications. The developer toolset is solid and ever-expanding allowing us, as an ISV, to focus on the core functionality of the product we are building instead of worrying about the back-end platform.

Pros

  • Content Connectors
  • Out of the box UI Integration into Salesforce
  • Developer Toolset

Cons

  • Debugging information about failures in connectors

Most Important Features

  • Automatic Relevancy Tuning
  • Keyword Spotting
  • Recommendations

Return on Investment

  • Improved Knowledge Article Utilization
  • Reduced MRT

Does its job, but is lacking

Incentivized
Verified User
Team Lead in Professional Services (10,001+ employees employees)

Pros

  • Coveo is fast, search results come up quick (though it's not always great).
  • Not much complexity to run.
  • Coveo is implemented within our portal and doesn't require extra steps to use it.

Cons

  • Coveo does its job but is lacking.
  • The results displayed by Coveo are not always relevant.
  • The results displayed by Coveo are not sorted, nor is there an option to sort.
  • The results displayed by Coveo are not location-specific, so results not relevant to my area or country gets shown.

Return on Investment

  • Quick to find things in a massive database when needed.
  • Results need to be more concise - sometimes we spend more time looking for the right file than if we were to just search amongst our own networks instead.
  • Coveo is not always the most useful but does its job when general information is needed.

Other Software Used

Cisco Webex Room Series (formerly Cisco Spark Room Series), Jabber, Adobe Illustrator CC, Zscaler Web Security, Proofpoint Advanced Threat Protection, Cofense PhishMe

A little pricy but not too shabby

Incentivized
Rondel Ward
Web Developer in Research & Development at Velir (51-200 employees employees)

Pros

  • Searching a large set of documents is very fast
  • Support for faceted searching
  • Supports synonyms through an admin panel or via an external file
  • Out-of-box controls for rendering search, results, and faceting.
  • Customization allows for more flexible implementations
  • .NET hooks exist allowing code to be injected into its indexing process. This allows for more advanced taxonomy indexing (for example inspecting semantic information during indexing)
  • Items published via Sitecore are automatically indexed (within a minute or two of publish time)
  • Out-of-box support for ranking files attached to pages (PDFs, DOCs, etc) based on search term relevancy
  • Supports ranking certain file types above others (giving PDFs more weight than DOCs, etc)
  • Out-of-box support for crawling web pages from multiple sources. Each source can be configured with different crawl frequencies.
  • Coveo 7 introduces a JavaScript search interface in conjunction with a new REST API that you can use as an alternative to the out-of-the-box Coveo .NET search interfaces. This is also customizable and even supports templating engines like mustache and underscore.
  • They have a StackOverflow-like forum where you can get assistance from the community: https://answers.coveo.com/ .

Cons

  • It would be great if Coveo 6 allowed you to rebuild indexes from a certain subtree instead of needing to rebuild the entire tree to see changes. This functionality was added in Coveo 7 and is very useful.
  • In Coveo 6, integration with Sitecore is more difficult than one would expect. This integration is much improved in Coveo 7.
  • I have seen cases where an exception thrown when crawling a specific document will cause the indexing to stop completely. I believe this only happens in implementations using custom faceting but it could be handled more efficiently if the trouble document was skipped and the indexing could continue.
  • Relevancy ranking editor is good but not as powerful as GSA. GSA offers a self-learning scorer which automatically analyzes user behavior and the specific links that users click on for specific queries to fine tune relevance and scoring.
  • We've ran into issues on multiple clients with Sitecore items being indexed multiple times in Sitecore 7 and Coveo 7. The fix Coveo suggested was to upgrade our Sitecore version and Coveo but unfortunately this didn't resolve our issue. After months of testing we were finally able to resolve this by implementing our own CoveoItemCrawler to get around the issue (based on https://developers.coveo.com/display/public/SC201404/Items+in+the+Same+Language+<wbr>Gets+Indexed+Multiple+Times;jsessionid=3C1A2AE33540E0A0B8BB52BA3A64AF70).
  • Integration with RabbitMQ in Coveo 7 seems error prone. We often see the error "The AMQP operation was interrupted" and on occasion, need to restart the Coveo service to get this operating again. In some extreme cases, we have also had to restart the server because of issues when attempting to restart the Coveo service.

Return on Investment

  • Better user experience
  • Higher traffic on less organically found areas of the site

Coveo Enterprise Review

Incentivized
Lauren Jones, PMP
Project Manager at Slalom Consulting (10,001+ employees employees)

Pros

  • Good library of connectors to enterprise repositories including MS SharePoint, Exchange, Confluence. OOTB using the Open Connector API administrators were fairly easily be able to index content repositories.
  • Good security integration with existing repositories.

Cons

  • UI changes were cumbersome and timely to make changes to based on business requirements and user feedback. We were not able to optimize in the UI due to the constraints.
  • Analytics in the version we had were very poor. UI was built in Silverlight with no exportable version to be able to perform further analysis of data. Many product suggestions around additional metrics needed.
  • We struggled around data ranking and relevance due to the amount of unstructured data that we were indexing. This caused user adoption issues. This service and guidance was something that we were never really able to get from Coveo with my time using the product. The relevance controls were very simplistic and did not give us much control.

Return on Investment

  • Increase employee efficiency with one integrated search engine across the enterprise. This allowed employees to get to the right information faster as there was one central place to be able to search.
  • Better support services for our company. We were able to index support documentation from a variety of sources which allowed our support teams to be able to help our customers more efficiently.

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