Installing Coveo for ServiceNow

This article explains how a ServiceNow instance administrator or developer can install and configure the Coveo for ServiceNow integration.

Compatibility

Coveo for ServiceNow is compatible with the following ServiceNow releases:

  • Orlando

  • New York

  • Madrid

Install Coveo for ServiceNow

  1. Ensure that:
    1. You have HI credentials in your ServiceNow instance.
    2. The Service Portal plugin is activated in your ServiceNow instance (see Activate Service Portal).
    3. You have access to a Coveo Cloud organization.

      If this isn’t the case, contact a Coveo sales representative to setup a free trial organization (see Coveo Sales).

  2. In the Now Platform UI of your ServiceNow instance, navigate to System Applications > Search ServiceNow Store.
  3. In the ServiceNow Store, find and request the AI-Powered Search & Recommendations by Coveo application.
  4. Back in the Now Platform UI of your ServiceNow instance:
    1. In System Applications > All Available Applications > All, locate the AI-Powered Search & Recommendations by Coveo downloaded application and click Install.
    2. Wait for the installation process to finish, then close the installation modal and reload the page.
    3. Navigate to Coveo > Configure.
    4. Click Link to an existing Coveo organization.
  5. In the Coveo Platform popup window:
    1. If you’re not already logged in the Coveo Platform, authenticate using the identity provider of your choice (e.g., Google).
    2. Select the Coveo Cloud organization you want to link your ServiceNow instance to and click Next.
    3. Click Authorize.

      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.

      Configure Coveo for ServiceNow page

Assigning Roles

Coveo for ServiceNow comes with four different roles:

  • CoveoAdmin: for users managing the Coveo for ServiceNow features and configuration

  • AgentUser: for users leveraging the Coveo for ServiceNow agent/fulfiller features

  • PortalUser: for users leveraging the Coveo for ServiceNow service portal features

  • CoveoUser: for any user using Coveo for ServiceNow

All roles include the CoveoUser role. By default, the application menu is only displayed to the users who have the CoveoUser role, and all configuration features are only accessible to users who have the CoveoAdmin role.

We recommend that you add the 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.

What’s Next?

You should create a ServiceNow source in your Coveo Cloud organization to populate your index with items from your ServiceNow instance (see Creating a ServiceNow Source).

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