- Step 1: Install Coveo for ServiceNow
- Step 2: Create a ServiceNow Source
- Step 3: Plan for Query Pipelines
- Step 4: Replace the Service Portal Search Page
- Step 5: Replace the Service Portal Search Boxes
- Step 6: Configure the Case Deflection Panel
- Step 7: Configure the Insight Panel
- Step 8: Add the Page View Tracker to Your Portal Pages
- Step 9: Configure a Recommendations Panel
- Step 10: Configure the Built-In Coveo-Powered Search Page
- Step 11: Configure Query Filters
- Step 12: Add Coveo for ServiceNow to the Virtual Agent
- Step 13: Configure Machine Learning Models
Install Coveo for ServiceNow
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.
Coveo for ServiceNow is compatible with the following ServiceNow releases:
Rome (Coveo for ServiceNow v21.3.4+)
Quebec (Coveo for ServiceNow v21.1.0+)
Paris (Coveo for ServiceNow v1.1.0+)
Orlando (Coveo for ServiceNow v1.0.7+)
Install Coveo for ServiceNow
Before installing the Coveo for ServiceNow application, ensure that:
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 & Recommendations by Coveo application, and then click the application that appears.
Request the AI-Powered Search & 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.
When upgrading to a newer version of the application, follow the procedure and apply any skipped changes by clicking View Logs after the upgrade completes (see ServiceNow documentation).
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 & 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, you must configure your ServiceNow instance as follows:
In the ServiceNow navigation filter, enter
In the Name search field, enter
In the Value field, replace the default
Navigate to Coveo > Configure.
If your Coveo organization isn’t part of a US Coveo Platform deployment, select the appropriate Region at the bottom of the Coveo for ServiceNow Setup page.
Click Link to an existing Coveo organization.
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 Configurationtable. 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 the Coveo Platform, authenticate using the identity provider of your choice (e.g., Google).
Select the Coveo organization you want to link your ServiceNow instance to and click Next.
You should be redirected to the UI of your ServiceNow instance, and the Coveo > Configure page should now state that Coveo for ServiceNow is linked to your organization.
Coveo for ServiceNow comes with two primary and two secondary roles that you can assign 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.coveouserrole 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 page in ServiceNow from the Coveo application menu, and allows users to interact with the Coveo Insight Panel (e.g. attach to case). All other Coveo widgets in ServiceNow are not restricted to roles, and a user is not required to have the
x_216814_coveo_1_0.coveouserrole to view the widgets.
We recommend that you add the
x_216814_coveo_1_0.coveouserrole to the role that’s granted to all internal users of your instance. For example, this role could be
snc_internalif 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
The secondary roles are included simply as a courtesy by Coveo as the roles do not 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.