- 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 can install and configure the Coveo for ServiceNow integration.
Coveo for ServiceNow is compatible with the following ServiceNow releases:
New York (v1.0.6 - v1.1.0)
Install Coveo for ServiceNow
- Ensure that:
- You have HI credentials in your ServiceNow instance.
- The Service Portal plugin is activated in your ServiceNow instance (see Activate Service Portal).
- You have access to a Coveo organization.
If this isn’t the case, contact a Coveo sales representative to setup a free trial organization (see Coveo Sales).
- In the Now Platform UI of your ServiceNow instance, navigate to System Applications > Search ServiceNow Store.
- In the ServiceNow Store, find and request the AI-Powered Search & Recommendations by Coveo application.
When upgrading to a newer version of the application, follow the procedure and apply any skipped changes by clicking View Logs after the upgrade completes (see ServiceNow documentation).
- Back in the Now Platform UI of your ServiceNow instance:
- In System Applications > All Available Applications > All, locate the AI-Powered Search & Recommendations by Coveo downloaded application and click Install.
- Wait for the installation process to finish, then close the installation modal and reload the page.
- Navigate to Coveo > Configure.
- Click Link to an existing Coveo 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 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
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.