--- title: Install the application slug: '2104' canonical_url: https://docs.coveo.com/en/2104/ collection: coveo-for-servicenow source_format: adoc --- # Install the application This article explains how a ServiceNow instance administrator or developer installs and configures the Coveo for ServiceNow integration, and how to assign Coveo for ServiceNow roles to users. ## Compatibility Coveo for ServiceNow is compatible with the following ServiceNow releases: * Zurich (Coveo for ServiceNow v25.2.5) * Yokohama (Coveo for ServiceNow v25.2.3+) * Xanadu (Coveo for ServiceNow v24.1.3+) ## Install Coveo for ServiceNow . Before installing the Coveo for ServiceNow application, ensure that: ** You have HI credentials in your ServiceNow instance. ** The [Service Portal plugin is activated](https://www.servicenow.com/docs/bundle/zurich-servicenow-platform/page/product/knowledge-management/task/activate-km-service-portal-plugin.html) in your ServiceNow instance. ** You have access to a [Coveo organization](https://docs.coveo.com/en/185/). > **Note** > > If you don't have access to a Coveo organization, you can set up a [free trial](https://www.coveo.com/en/free-trial). . In the Now Platform UI of your ServiceNow instance, navigate to **System Applications** > **All Available Applications** > **All**. . Click **Find in Store**. . Search for the **AI-Powered Search & Knowledge Recommendations by Coveo** application, and then click the application that appears. . Request the **AI-Powered Search & Knowledge Recommendations by Coveo** application by clicking either **Request App** if you've already purchased the application, or **Request Trial**, and then follow the on-screen instructions. > **Note** > > When upgrading to a newer version of the application, follow the procedure and apply any skipped changes by clicking **View Logs** after the upgrade completes (see [ServiceNow documentation](https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/quick-answer/skipped-changes-review.pdf)). . Once the request is approved, in the Now Platform UI of your ServiceNow instance, navigate to **System Applications** > **All Available Applications** > **All**. . Locate the **AI-Powered Search & Knowledge Recommendations by Coveo** downloaded application, and then click **Install**. . Once the installation completes, close the installation modal and reload the page. . If your organization uses the [Coveo HIPAA Platform](https://docs.coveo.com/en/1853/), you must configure your ServiceNow instance as follows: .. In the ServiceNow navigation filter, enter `sys_properties.list`. The `sys_properties` table appears. .. In the **Name** search field, enter `*coveo`. .. Click the `coveo_platform` property (`x_216814_coveo_1_0.coveo_platform`). .. In the **Value** field, replace the default `production` value with `hipaa`. .. Click **Update**. . Navigate to **Coveo** > **Configure**. . If your Coveo organization isn't part of a [US Coveo deployment](https://docs.coveo.com/en/2976/), select the appropriate **Region** at the bottom of the **Coveo for ServiceNow Setup** page. . Click **Link to an existing Coveo organization**. > **Note** > > If your Coveo for ServiceNow application is currently linked to a Coveo organization and you want to link to another organization, click **Unlink from current Coveo organization** to clear all records from the `Coveo Configuration` table. > This is especially useful if you're moving from a staging (non-production) organization to a production organization. . In the **Coveo Platform** popup window: .. If you're not already logged in to Coveo, authenticate using the identity provider of your choice (for example, Google). .. Select the Coveo organization you want to link your ServiceNow instance to and click **Next**. .. Click **Authorize**. You'll be redirected to the UI of your ServiceNow instance, and the **Coveo** > **Configure** page now states that Coveo for ServiceNow is linked to your organization. ![Configure Coveo for ServiceNow page](https://docs.coveo.com/en/assets/images/coveo-for-servicenow/configure-coveo.png) ## Organization endpoints Coveo for ServiceNow uses your Coveo organization's region-agnostic endpoints, called [organization endpoints](https://docs.coveo.com/en/mcc80216/), for search and usage analytics requests. The organization endpoints feature is set by default in your Coveo for ServiceNow integration and doesn't require any additional configuration. ## Assign roles Coveo for ServiceNow comes with two primary and two secondary roles that you can [assign](https://www.servicenow.com/docs/bundle/zurich-platform-administration/page/administer/users-and-groups/task/t_AssignARoleToAUser.html) to your ServiceNow users depending on their responsibilities and function within ServiceNow. The primary roles are: * `x_216814_coveo_1_0.coveoadmin`: For users managing the Coveo for ServiceNow features and configuration. By default, all Coveo configuration features are only accessible to users with this role. Users with this role can configure the Coveo for ServiceNow integration, and edit the configuration. This role also includes the `x_216814_coveo_1_0.coveouser` role by default. * `x_216814_coveo_1_0.coveouser`: In general, this role should be assigned to all users using Coveo for ServiceNow. Specifically, this role grants access to the [Coveo Main Search](https://docs.coveo.com/en/2105/) page in ServiceNow from the Coveo application menu, and allows users to interact with the [Coveo Insight Panel](https://docs.coveo.com/en/2113/) (for example, to attach any type of results to a case). All other [Coveo widgets](https://docs.coveo.com/en/2853/) in ServiceNow aren't restricted to roles, and a user isn't required to have the `x_216814_coveo_1_0.coveouser` role to view the widgets. > **Note** > > You should add the `x_216814_coveo_1_0.coveouser` role to the role that's granted to all internal users of your instance. > For example, this role could be `snc_internal` if you have the Explicit Roles plugin installed. Alternatively, you can use the following secondary roles instead of the `x_216814_coveo_1_0.coveouser` role for certain users. * `x_216814_coveo_1_0.portaluser`: For Coveo for ServiceNow users leveraging the service portal features. * `x_216814_coveo_1_0.agentuser`: For Coveo for ServiceNow users leveraging the agent/fulfiller features. The secondary roles include the `x_216814_coveo_1_0.coveouser` role by default, and they allow you to control access to features and capabilities for specific users without affecting the primary `x_216814_coveo_1_0.coveouser` role's access. For example, you can use the `x_216814_coveo_1_0.portaluser` secondary role and modify the role's access without altering access for users with the primary `x_216814_coveo_1_0.coveouser` role. The secondary roles are included simply as a courtesy by Coveo as the roles don't grant access to any specific functionality by default beyond what's included as part of the `x_216814_coveo_1_0.coveouser` primary role. The only difference between the two secondary roles is the name, which allows for easier classification. ## What's next? [Determine how many query pipelines your Coveo for ServiceNow deployment requires and establish a widget naming convention](https://docs.coveo.com/en/3198/).